Customer Service Executive, Web Comms - Bukit Merah
Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.
In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.
Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.
The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time.
Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.
Purpose of the Role:
This position reports to the Correspondence Team Lead and handles all customer & intermediary interactions in alignment with the desired service standards signatory of Singlife - good impressions by the company’s ambassadors attract and retain customers and intermediaries.
Staff will be involved in:
- Managing email enquiries using Salesforce and in providing quality response in line with our company’s tone of voice.
- Performing one-stop service delivery in processing customer requests and in achieving high first contact resolution.
- Assisting customers in getting issues resolved amicably and come up with mitigating solutions as part of customer handling.
- Providing responses to customer via letters and outbound calls, where applicable.
Key Responsibilities:
- Handling all customer and intermediary interactions via emails and letters in alignment with the desired service standards signatory of Singlife - good impressions by the company’s ambassadors attract and retain customers and intermediaries.
Key Decisions within the Role:
- Ensure that risks taken in own areas of work are controlled within approved limits.
- Ensure key risks have been understood, identified, and managed and/that, where concerns or doubts exist, are raised with line management.
- Financial authorisation limits as per the Delegation of Authority approved by the Board.
Requirements:
Experience- At least 1 year of experience in Customer Service.
- Good command of English, both oral and written.
- Good customer service skills.
- Good problem-solving skills.
- Good time management skills.
- Proficient in computer skills.
- Academic: Degree / Diploma.
- Certificate on HI, M5, M8 or M9 will be advantageous.
Stakeholders:
External:
- Customers: communicating and interacting with client / advisers.
Internal:
- Key relationships within Singlife where collaboration is required (excluding manager and direct reports).
- Collaboration with similar levels.
If you find yourself able to demonstrate the criteria above, apply with us now. We look forward to your application.