Senior Executive, Customer Engagement

Responsibilities

• Handle customer complaints relating to all insurance products (Life, Health, General, Group), staff and representatives†conduct and Incomeâ€s services.
• Collaborate with internal stakeholders to obtain the relevant information, investigate and review the complaint thoroughly.
• Engage customers through email, letters, telephone calls and/or in-person meetings to understand and address customers†issues and concerns.
• Keep records of customerâ€s complaint, actions taken and resolution provided in Incomeâ€s systems.
• Perform administrative duties such as reviewing emails received in the central mailbox, assigning cases to colleagues in the Customer Engagement Team, taking minutes during internal meetings etc.
• Manage projects, assignments or events as delegated by the Function Head.

Requirements

• Possesses a diploma or higher qualification
• Minimum of 3 years in customer service or complaint management experience
• Excellent interpersonal and communication skills
• Able to write competently
• Demonstrated track record of empathy, positive attitude and customer-orientation (Front-line facing)
• Demonstrated track record of humility, responsibility and willingness to learn
• Having insurance certifications, such as PGI, HI, M5, M9, will be an added advantage