As an Executive in Customer Success Team, you are responsible for ensuring that our customers have a superior customer experience in their online business dealings with Income.
In this role, you will contribute to enhancing and supporting the digital customer journey and addressing issues from both internal and external parties.
If you are someone who enjoys a dynamic work environment and loves to build great customer experiences, this may be the right position for you!
Your key responsibilities include:
- Creating great customer experiences which translates to increased customer satisfaction and business growth in areas such as:
- Providing customer support. You will be responsible for addressing queries and resolving issues in an accurate and timely manner. The queries and issues may come in various modes such as emails, calls and escalations from internal colleagues. You will need to coordinate and liaise with both external and internal stakeholders to ensure issues are efficiently addressed. Customer may include intermediaries and individual customers acting on behalf of their companies.
- Processing applications and requests that are submitted via an online platform. This includes performing basic compliance checks, data entry and collecting accurate information and documents for the application to be processed.
- Providing accurate information to customers about our products. This includes coverage of the product, premiums, exclusions as well as claims related queries.
- Supporting the future growth of the digital platform roadmap. This includes
- Mapping out processes and workflows and providing enhancements requirements as we continuously enhance the platform.
- Performing end-to-end user testing of the digital platform, logging of system issues, assessing system gaps and performing system verification post system porting.
- Participating in any other ad-hoc projects and tasks as assigned
Qualifications
- Diploma/Degree holder.
- Relevant experience in customer service and/or insurance certifications (i.e., Health Insurance, BCP, CommGI) will be an added advantage.
- Proficient in Microsoft Office Applications such as Excel and Word
- Service-oriented with good written and communication skills.
- Able to work in a team as well as independently
- Able to work with tight timelines and pressure
- Keen eye for detail and is highly organised around multiple priorities and timelines
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