Contract Executive, Customer Support (12 months)

Key responsibilities and roles associated with this position:

1. Customer Service & Enquiry Management
• Manage customer enquiries relating to life and health insurance products via phone, email, and digital channels.
• Provide accurate and timely information on policy coverage, claims, benefits, and service processes.
• Handle escalated customer enquiries through the integrated customer relationship management system.
• Ensure all customer interactions are documented accurately and in accordance with company policies and regulatory requirements.

2. Complaint Resolution & Case Management
• Investigate and manage customer feedback, complaints, and appeals professionally and objectively.
• Coordinate with internal stakeholders to facilitate prompt and effective resolution of customer issues.
• Keep customers informed through regular updates and proactive communication until case closure.
• Identify recurring issues and recommend solutions to improve service delivery.

3. Operational Excellence
• Maintain service quality and productivity standards in line with departmental objectives and service level commitments.
• Prepare operational reports, track service metrics, and support data collection activities.
• Work closely with colleagues and cross-functional teams to deliver a seamless customer experience.
• Share knowledge, support team initiatives, and contribute to a collaborative work environment.
• Participate in departmental projects, process improvement initiatives, and ad-hoc assignments as required.

4. Product / Service Knowledge
• Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
• Ensure to stay updated about product updates, process changes and new promotions.

5. Performance Management
• Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
• Contribute ideas and recommendations to streamline processes and enhance customer experience.

6. Strong Communication Skills
• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.

7. Multi-tasking
• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries

8. Compliance
• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.

9. Team Collaboration
• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.

JOB SPECIFICATION AND COMPETENCIES
Diploma/Degree holder

EXPERIENCE
• Minimum 1 year of customer service experience, preferably within the insurance, financial services, or contact centre environment.
• Experience handling customer complaints, appeals, or case management would be advantageous

COMPUTER PROFICIENCY
• Microsoft Office
• Strong in Excel and Powerpoint
• Multi-media (audio, video, web-based systems)

PROFESSIONAL / TRADE QUALIFICATION (Advantageous)
• Insurance Certifications – BCP/PGI/HI/M9