Executive, Contact Centre
Core
Provide efficient, high-quality telephone servicing for agents and policyholders, managing customer expectations and resolving issues.
Role type
Senior IC customer service executive (contact center)
Builds
Customer service interactions and operational processes
Domain
Insurance / Financial Services
Required skills
telephone communication, customer service, issue resolution, process improvement, stakeholder liaison, product knowledge, team support, performance management, SLA monitoring, cost management
Preferred skills
international call handling, Mandarin/Chinese dialects, fresh graduate potential
Technologies
contact center systems, CRM tools
Responsibilities
Deliver world class customer service via telephone, manage customer expectations and display ownership, liaise with departments to resolve issues, review processes and implement improvements, support team leaders in service gap analysis
Seniority
Junior to Mid-level, hands-on IC