Senior Executive, Customer Experience and Enquiries

To ensure clients’ enquiries, escalations and appeals for the long-term care schemes are responded and managed in a timely and client-centric manner

• Handle enquiries and coordinate with stakeholders to look into clients or caregivers requests and feedback to achieve closure on issues raised
• Process appeals and back payments accurately
• Maintain a 100% accuracy in administrative functions and generate letter reports within the time frame given
• Ensure clients’ requests for updates are captured in the system, particularly adding care-of addresses and opt-out from long term care schemes.
• Ad hoc projects which may be assigned by supervisor

Job Requirements

• Degree in any discipline with 1 year of experience in customer service or Diploma with 5 years of relevant experience
• Good analytical, writing and interpersonal communication skills
• Excellent customer service and interpersonal skills
• Meticulous and inquisitive attitude with strong follow-up skills
• Team player with high level of initiative and able to work independently and under pressure.
• Proficiency in Microsoft Office