As a Customer Service Officer, you will be responsible for ensuring that 1st level customer queries are managed within stipulated resolution times. Being the first point of contact at times, your role is pivotal in upholding our values for customer centricity. You will provide our customers with ideal outcomes, patiently attending to them, resolving queries and exceeding their expectations where possible.
Key responsibilities include
Manage customer query and feedback through the following channels;
- Motor Customer Inbox – Respond to queries on Motor policy servicing, claim matters and administration
- Incident Case Management – Attend to and resolve escalated cases from various business units or sections and manage problem escalations to the appropriate support groups
- Document administration and follow-up with customers on feedback
- Provide best advice to manage customer transactions in a timely manner
- Any other ad-hoc tasks as required by Management
Qualifications & Aptitude
- Degree or Diploma holder in any discipline with at least 2 years of Customer Service experience in a similar setting (Candidates with previous work experience in Motor Insurance are preferred)
- Be able to work from home (WFH) or be cross-deployed when necessary
- Customer service oriented and problem-solving skills
- Positive attitude, detail-minded and self-motivated
- Good working knowledge of Microsoft Office (MS Excel, Word & PowerPoint)
- Successful applicants will be required to obtain relevant insurance qualifications (BCP, PGI and ComGI)
