Lead Executive, Contact Centre

About the role

Singlife, a homegrown financial services company offering insurance, investment and advisory solutions, is hiring a Lead Executive for its Contact Centre. The role delivers consistent customer experiences across hotlines and customer service pods, in line with the company's service standards and quality objective.

Key responsibilities

• Handle customers' enquiries, complaints and feedback across all business channels.
• Handle escalated calls made by new team members and the outsourced contact centre.
• Execute outgoing calls to contact new customers or follow up with existing ones.
• Attend to outbound calls, emails and cases on policy enquiries and requests from customers and advisors.
• Assist customers with using the company's portals and mobile app.
• Ensure every service request, feedback or complaint is followed through to closure within service standards.
• Comply with internal policies, procedures and relevant laws and regulations.
• Assist with department procedures, workflows and administration.

Required profile

• Tertiary diploma.
• Customer-obsessed and service-oriented, with a strong passion for helping customers.
• Good understanding of the customer journey and customer emotions at different touch points in retail insurance and financial services, to manage escalations.
• Team player willing to support others.
• Great verbal and written communicator with maturity and empathy.
• Fast learner able to pick up new skills through training or guidance from senior team members.
• Passionate and self-motivated, willing to give suggestions and feedback for improvement.