Customer Experience Executive

About the Role

The Customer Experience Executive plays a pivotal role in the Skybranch Contact team at Great Eastern, focused on outbound engagement with a designated group of prospects and existing clients. The main aim is to foster brand trust and affinity while ensuring each individual is guided to the appropriate next interaction stage.

Key Duties

• Initiate personalised outreach through approved communication channels following protocols and scripts laid out by the Team Lead while maintaining a professional tone consistent with Great Eastern's branding.
• Manage the engagement journey by directing customers correctly—from initial contact through to an intended outcome—whether routing to financial representatives, sales channels, re-engagement, or Customer Service.
• Support the matching process of customers to financial agents, handle requests for agent transfers, monitor response times and escalate delays when necessary.
• Ensure compliance in sales referrals by accurately processing handoffs, providing necessary disclosures, and gaining documented consent from customers.
• Redirect customers with servicing or claims needs promptly to appropriate Customer Service channels, documenting all such transfers diligently.
• Complete all required post-interaction records within the same business day using designated systems.
• Conduct pre-contact compliance checks rigorously to ensure no customers are contacted without clearance.
• Contribute to the training of the Agentic AI system by consistently delivering engagement in Great Eastern Skybranch’s brand voice during the channel’s early operation stage.

Candidate Requirements

• Minimum of 1 year’s experience in customer service, telesales, or client-facing positions.
• Strong interpersonal communication skills paired with a true customer-first attitude.
• Ability to follow established scripts and processes while maintaining a natural and engaging communication style.
• Familiarity with digital communication tools including messaging platforms, telephony systems, and basic CRM software.
• Excellent written and verbal proficiency in English; additional languages are beneficial.
• Prior experience in insurance or financial services is an advantage but not mandatory.

Success Factors

• Embody and exemplify Great Eastern’s Core Values daily.
• Uphold high standards of integrity and accountability.
• Show initiative in driving improvements and adapt positively to change.
• Assume responsibility for managing business and regulatory compliance risks effectively.
• Stay informed about industry trends, compliance requirements, risks, and emerging technologies to safeguard the organisation proactively.

About Great Eastern

Established in 1908, Great Eastern stands as a trusted leader in Singapore and Malaysia’s insurance sector with over S$100 billion in asset value and more than 16 million policyholders. Its wide-reaching services cover bancassurance, a tied agency, and a financial advisory network across Singapore, Malaysia, Indonesia, and Brunei. Backed by lofty financial ratings from notable agencies, Great Eastern is a subsidiary of OCBC, one of Southeast Asia’s foremost financial groups known for its strength and global banking accolades.

Additional Information

Workplace Location: GE Centre, Singapore.
Recruitment Notice: Great Eastern does not entertain unsolicited resumes from recruitment agencies and will not be liable for any related fees.