About this role
About the Role Join AIG's Customer Care team as a Customer Care Consultant to help customers manage risk by delivering voice and non-voice support and sales within the Inbound Sales & Service function. This onsite role in Singapore focuses on providing an elevated, personalized customer experience across multi-channel interactions for policy servicing, renewal and retention, cancellation rescue, new business and other issuance related issues.
What You'll Do
- Work in a team of Customer Care Consultants to perform voice and non-voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.
- Update customer interactions in the CRM system with timely, complete and accurate information.
- Maintain and improve quality by adhering to standards; recommend improved procedures.
- Meet CCC KPIs and performance measures; deliver high levels of service; ensure issue resolution and handle feedback/complaints.
- Proactively promote/cross-sell the company’s products and services to increase productivity and revenue.
- Build positive working relationships with Contact Centre colleagues and stakeholders; support ad hoc initiatives and projects; update knowledge on product descriptions.
- Be flexible to overtime and operational exigencies; contribute to continual improvement in operations and customer journey.
What We're Looking For
- Excellent telephone etiquette; resilient, resourceful, self-directed and motivated.
- Excellent customer service and communication skills; strong interpersonal skills; able to articulate thoughts clearly.
- Fluent in oral and written English; problem solving; customer service orientation.
- Relevant customer service experience in a contact center environment.
- Ability to apply the right level of detail to tasks; strong organization.
- 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.
Nice to Have
- Cross-selling or upselling experience in a contact center.
- Familiarity with CRM systems and ticketing tools.
- Multilingual capabilities beyond English.
Compensation & Benefits
- Total Rewards Program with comprehensive benefits covering health, wellbeing and financial security as well as professional development, and a supportive, inclusive workplace to help you grow.
- On-site collaboration and a culture that values inclusion and belonging.