About this role
Job Summary We are seeking a proactive and customer-focused Senior Customer Care Officer to support frontline customer servicing operations across walk-in, reception, and digital servicing channels. The role involves handling customer enquiries and servicing requests relating to both General Insurance and Life Insurance products, while ensuring a high standard of customer experience and operational efficiency. The Senior Customer Care Officer will also manage escalated customer situations, and assist supervisors in maintaining smooth day-to-day operations of the customer service touchpoints. Key Responsibilities Customer Service & Walk-in Support • Attend to walk-in customers professionally and provide timely support for enquiries and servicing requests relating to General Insurance and Life Insurance products. • Handle complex or escalated customer enquiries, complaints, and service recovery cases with professionalism and empathy. • Ensure excellent customer experience across all frontline touchpoints through effective communication and problem resolution. • Support customers with policy servicing requests, documentation requirements, form submissions, and follow-up coordination. • Escalate unresolved or sensitive matters appropriately to supervisors or relevant departments. Reception Support • Serve as the main point of contact at the reception area and ensure smooth day-to-day front desk operations. • Oversee customer queue management and appointment coordination to maintain efficient customer flow. • Ensure reception operations are conducted in a professional, organized, and customer-friendly manner. • Support the management of incoming documents, courier items, and servicing forms. • Assist in monitoring reception records, operational logs, and customer service tracking. WhatsApp Support • Handle customer enquiries and servicing requests through WhatsApp. • Ensure timely responses and adherence to service standards and turnaround time. • Monitor pending cases and ensure proper follow-up and closure of customer requests. • Maintain accurate records of customer interactions and servicing requests. General Insurance & Life Insurance Servicing • Support servicing and enquiries relating to General Insurance products including Motor, Travel, Home, Maid, Personal Accident, and other insurance plans. • Support servicing and enquiries relating to Life Insurance products including premium enquiries, beneficiary nominations, reinstatement, withdrawals, maturity requests, and policy servicing matters. • Coordinate with internal stakeholders to ensure timely resolution and proper handling of customer cases. Team Support & Operational Coordination • Support onboarding and training of new staff where required. • Support customer engagement and service recovery initiatives where required. • Participate in process improvement initiatives, training sessions, and team meetings. • Adhere to internal operational procedures, compliance requirements, and customer authentication guidelines. • Support business continuity arrangements and operational coverage planning where necessary. Requirements • Diploma / Degree in any field. • Minimum 3–5 years of experience in customer service, contact centre, reception, or insurance servicing environment. • Experience in General Insurance and/or Life Insurance servicing will be an advantage. • Strong communication, interpersonal, and conflict resolution skills. • Comfortable handling both face-to-face and digital customer interactions. • Ability to manage escalated customer situations professionally and independently. • Good organizational and multitasking abilities in a fast-paced environment. • Proficient in Microsoft Office applications. • Positive attitude with strong customer-centric mindset and leadership qualities. Best regards, Kshama Warange EA License Number: 23C2060 | EA Registration ID: R26161060 Quess Selection & Services, Singapore Disclaimer: The company is committed to ensuring the privacy andsecurity of your information. By submitting this form, you consent to thecollection, processing, and retention of the information you provide. The datacollected (which may include your contact details, educational background, workexperience and skills) will be used solely for the purpose of evaluating yourqualifications for the position you're applying for. Your data will be storedsecurely and retained for the duration necessary to fulfill our hiring process.If you are not selected for the position, your data will be kept on file for alimited period in case future opportunities arise. You have the right toaccess, correct, or delete your data at any time by contacting us at QuessSingapore | A Leading Staffing Services Provider in Singapore (quesscorp.sg) This is in partnership with the Employment andEmployability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employersseeking employment and employability solutions. e2i serves as a bridge betweenworkers and employers, connecting with workers to offer job security throughjob-matching, career guidance and skills upgrading services, and partneringemployers to address their manpower needs through recruitment, training, andjob redesign solutions. e2i is a tripartite initiative of the National TradesUnion Congress set up to support nation-wide manpower and skills upgradinginitiatives. By applying for this role, you consent to QuesscorpSingapore’s PDPA and e2i’s PDPA.
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