Senior Executive, Customer Engagement
Summary
Handles insurance-related customer complaints, investigates issues, and coordinates resolutions with internal teams via email, calls, or in-person meetings.
Responsibilities:
- Handle customer complaints relating to all insurance products (Life, Health, General, Group), staff and representatives’ conduct and Income’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 customer’s complaint, actions taken and resolution provided in Income’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