About The Job

• Handle customers / agents enquiries regarding policy matters in a clear, accurate and timely manner for all channels.
• To deliver quality service to customers / agents and meet the minimum rating of the soft skill evaluation for all channels.
• To meet the individual targets for Contact Centre and ensure that the service level are met.
• To liaise effectively with other members of the Contact Centre and other departments to resolve enquiries / requests, where applicable.
• Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and customer handling skills.
• Adherence to schedule on and occupancy in the Contact Centre.
• Competent and able to provide reference to new Contact Centre Officer through call buddying.
• To participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
• To perform other responsibilities and duties periodically / any ad-hoc duties assigned by the supervisor to meet operational and/or other requirements.

We are looking for people who

• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance
• Added advantage: ALMI, FLMI or Diploma in MII or part ACII, AMI
• At least 2 - 3 years of working experience in a Life Insurance or financial industry and preferably with a Customer Service or Call Centre background.
• Key Competencies (Including but not limited to): Good communication skills (written & verbal), Strong Customer Service focus and attitude, Problem & Conflict Resolution skills, Team Work, Accountability and Basic PC knowledge.

How you succeed

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.