Job Description:

Our client is a trusted provider of customer service solutions, supporting leading insurance companies with professional, empathetic, and efficient client service. As a Senior Customer Service Specialist, you will be the first point of contact for policyholders and clients, handling inquiries related to insurance policies, claims, billing, and service requests. This remote role requires excellent communication skills, attention to detail, and a strong commitment to customer satisfaction.

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Key Responsibilities:

• Handle inbound calls, emails, and chat inquiries from customers regarding insurance products and services.
• Provide accurate information related to policy coverage, claims processes, premium payments, and renewals.
• Assist customers with troubleshooting, issue resolution, and follow-up on outstanding service requests.
• Ensure each interaction reflects professionalism, empathy, and adherence to quality standards.
• Maintain detailed and accurate records of customer interactions in CRM or call center systems.
• Collaborate with internal teams (claims, underwriting, billing) to resolve complex cases promptly.
• Meet individual KPIs and team SLAs including response time, customer satisfaction scores, and first-call resolution.

Requirements:

• Minimum Diploma in Business or equivalent
• Minimum 5 years of experience in a call center or customer support role, preferably in the insurance or financial services industry.
• Strong verbal and written communication skills in English and Chinese are preferred.
• Familiarity with insurance products and terminology is highly desirable.
• Proficiency in CRM tools and basic tech troubleshooting (remote work setup).
• Ability to work independently and manage time efficiently in a remote environment.
• Flexibility to work on rotational shifts, weekends, or public holidays if required.

EA Licence No: 23S1615