Senior Customer Care Consultant (contract)

Etiqa is looking for a dynamic individual to join our team. Do you have what it takes?

Are you:

• Passionate about working with people?
• A creative thinker with a positive attitude & outlook?
• A strong dynamic communicator able to collaborate effectively?
• Willing to learn, adapt & grow in a fast paced work environment?

WANT TO MAKE A DIFFERENCE?

This exciting proposition allows you to work with Etiqa, a leader in the insurance sector, optimizing your unique skill set, and getting onboard our journey towards “Making The World A Better Place”.

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.

Singapore’s #1 insurer in The Straits Times Singapore’s Best Employers 2026