Senior Customer Care Consultant (contract), Singapore

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