6 Months Contract Analyst, Customer Service/Emails (Financial Institution) #TBCX

Job Description: • Handling inbound and outbound communications with policy members, HR representatives, and intermediaries in a timely, professional, and customer-centric manner. • Deliver end-to-end service by managing enquiries via calls and emails, with a strong focus on first-contact resolution. • Proactively follow up on cases to ensure enquiries, requests, feedback, and complaints are resolved within established service standards. • Provide guidance and support to customers and intermediaries on the use of the Company’s portals and mobile applications. • Manage escalated calls and cases effectively, ensuring appropriate resolution and service recovery. • Collaborate with internal and external stakeholders to resolve servicing issues and claims-related matters efficiently. • Perform accurate case documentation, after-call work, and administrative tasks in accordance with internal procedures and compliance requirements. • Identify recurring issues, provide feedback, and recommend process improvements to enhance customer experience and Net Promoter Score (NPS). • Ensure full compliance with internal policies, procedures, and applicable regulatory and data protection requirements. • Undertake any other duties assigned by the Manager or Team Leads. Requirements: • Minimum 2 years of experience in contact centre call and email handling. How to Apply: Interested applicants, please email your resume to zoeychng@recruitexpress.com.sg Kindly note that only shortlisted candidates will be contacted. Zoey Chng Chu Xin CEI No: R24125496 Recruit Express Pte Ltd EA Licence No: 99C4599