AIG Customer Experience Executive - Contact Center in Singapore

Customer Experience Executive - Contact Center

  • Job ID #:


  • Functional Area:

Call Center

  • Estimated Travel Percentage (%):


  • Location(s):


  • Employment Type:

Full Time - Permanent

  • Education Preferred:

Not Indicated

  • Relocation Provided:


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Position Description:

This role requires the candidate to work in a team of executives be to undertake voice and non voice enquires to the Inbound Sales & Service team, oversee escalaated, technical and complex enquiries and function as a 2nd level coach to Tier 1 Customer Care Consultants.

Roles and Responsibilities Include:

  • Ensure adaptability of new hires and their performance achieved to company requirements and set KPI.

  • Handle and resolve difficult customer situations escalated from CCC by resourcefulness and creative in sourcing for solutions to complete task at hand with amicable results.

  • Provide high levels of service delivery and contribute to expected team performance standard

  • Maintain amicable work relationship with Call Center colleagues and business partners.

  • Perform duties as an Acting Team Manager as and when required in the absence of Team Manager.

  • Proactively seek feedback to facilitate improvements in customer service satisfaction and operational efficiency.

  • Collaborate with the new hire or peers and Team Manager when formulating an action plan

  • Assist ad hoc initiatives / projects / testing and implementation of new projects as and when delegated by management with versatility and focus to achieve the best possible results.

  • Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system.

  • Fulfill Call Centre expectations by meeting KPIs as set out in CEE KPIs.

  • Role model to New hires and peers with excellent performance to case handling, initiatives and process improvements

  • Coordinate changes with all parties (internal or external parties) to achieve maximum results required.

  • Promote/cross-sell the company’s products and services proactively when opportunity arises

  • Perform additional or overtime duties during operational exigencies.

  • Able to apply the right amount of detail in coaching / review with new hires

Performance Measures:

  • Resourcefulness in case handling and projects assigned

  • Complaints / Feedback and Compliment

  • Productive coaching

  • Briefing frequencies to new hires

  • Adherence to Schedule and Punctuality

  • Aux breaks

  • Achieve Quality Score of 90% and above

  • Average Handling Time

  • Case handled within stipulated time frame

  • Cross Sells – Renewal (conversion rate) / New Business enrolment

  • Cross Sells – Personal Accident

Position Requirements:

  • GCE O-Level to Diploma/Degree and equivalent or relevant Contact Centre customer service experience.

  • Bilingual in English and Bahasa Melayu/Mandarin or Tamil.

  • Certificate in General Insurance preferred

  • Health Insurance Certification would be an advantage

  • Knowledge of Call Center Systems

  • MS Office Application Suite

Skill Competencies:

  • Excellent customer service and communication skills

  • Strong interpersonal skills

  • Fluent in oral and written English

  • problem analysis and problem solving

  • customer service orientation

  • Resilient, resourceful, displays strong initiative, self-directed and motivated.

  • Able to apply the right level detail to task and initiatives

About Us:

American International Group, Inc. (AIG) is a leading global insurance organization. Founded in 1919, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement products, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.

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