Customer Engagement Executive

We seek a dedicated and professional Executive to manage customer complaints relating to Income's insurance products and services. The role involves attending to customer complaints through various channels, including emails, letters, telephone calls, and in-person meetings. The Executive will ensure that all customer concerns are addressed promptly and efficiently while providing a resolution that aligns with Income's policies and with the best interest of our customers.

Responsibilities:

• Handle customer complaints about all insurance products (Life, Health, General, Group), staff and representatives' conduct, and Income services.
• Collaborate with internal stakeholders to obtain the relevant information, and thoroughly investigate and review the complaint thoroughly.
• Engage customers through email, letters, telephone calls, and/or in-person meetings to understand and address the customer's issues and concerns.
• Keep records of complaints, actions taken, and solutions provided in Income's systems.
• Perform administrative duties such as reviewing emails received in the central mailbox, assigning cases to Customer Engagement Team colleagues, taking minutes during internal meetings, etc.
• Manage projects, assignments, or events as delegated by the Function Head.

Requirements:

• Diploma or Degree in Business, Communications, or a related field.
• At least 2 years of experience in customer service, preferably within insurance or financial services.
• Strong written and verbal communication skills.
• Able to remain calm and composed when handling challenging situations.
• Excellent problem-solving skills and attention to detail.
• Empathetic and customer-focused approach.
• Able to work both independently and collaboratively in a team setting.
• Demonstrated track record of empathy, positive attitude, and customer orientation (Front-line facing)
• Having insurance certifications, such as PGI, HI, M5, and M9, has an added advantage.