Purpose of the RoleWe are seeking a proactive and detail-oriented Service Excellence Officer (Maternity Cover) to join our team. Reporting to the Service Excellence Manager, you will play a vital role in supporting our commitment to outstanding customer service. You will be responsible for drafting customer apology letters, assisting with process improvement initiatives, and supporting the management of customer complaints and feedback to ensure a consistently high standard of customer experience.
Key Accountabilities & Responsibilities Draft clear, empathetic, and professional apology letters to customers, ensuring all communications reflect our company’s values and standards.Collaborate with various departments to drive customer loyalty and satisfaction; such as Claims, Telemarketers, Customer Service Teams and OperationsSupport the Service Excellence Manager in identifying and implementing process improvements to enhance the customer journey and overall satisfaction.Assist in the management and resolution of customer complaints and feedback, ensuring timely and effective responses.Collaborate with internal teams to gather information and insights needed for complaint resolution and process enhancements.Monitor trends in customer feedback and complaints to identify recurring issues and recommend solutions.Contribute to regular reporting on customer service metrics and improvement initiatives.Support other service excellence activities and projects as required.
Required Skills & ExperienceOnly include essential and minimum qualifications and competencies required to be successful in this role. These competencies would be used for screening.Previous experience in customer service, complaints handling, or a similar role.Excellent written communication skills, with the ability to draft clear and empathetic correspondence.Strong attention to detail and organizational skills.Ability to work collaboratively across teams and manage multiple priorities.Proactive approach to problem-solving and process improvement.High level of professionalism and customer focus.
*Please do take note that this is a 9 month maternity contract cover role*
Purpose of RoleAre you passionate about delivering outstanding service and building strong relationships? At Chubb, we’re looking for a dedicated Customer Service Representative to support our valued partners and customers. In this role, you’ll be the go-to expert, helping customers and CBS team.You’ll thrive in a collaborative environment where your attention to detail, problem-solving skills, and commitment to excellence will make a real impact. If you enjoy working with people, solving challenges, and being part of a supportive team, we’d love to meet you!
Key Accountabilities & ResponsibilitiesAttending to Walk-in Customer:Provide guidance and resolution to the customer on claims submission, policy related enquiries, cancellation, update of payment method and or update of personal details.
Partner and Customer Enquiries:Resolve our Sponsors, Partners and Customers enquiries over the phone, email and Live Chat.
Administrative Task:Responding to Legal on Probate letters, bankruptcy details, as well as Police letter checking on individual policy status. Ensure the Nomination of Beneficiary form are duly completed, update into our system records and proper filing of the documents.
Process ImprovementIdentify and propose new processes that could lead to enhancement of current workflow to improve the operational efficiency and effectiveness
Case ManagementProvide support and guidance to CBS team on enquires and ensure all cases are resolved within agreed turnaround time. Manage and support 1st level escalated cases within agreed turnaround time.
User Acceptance Test:Ability to comprehend business requirements and workflows to ensure the system meets user needs.Maintain accurate records of test results, issues, and resolutions.
Perform any other ad-hoc activities assigned by managers to support business continuity.
Requirement & SkillsAt least 1 year experience in call center, telemarketing, customer service or similar roles is preferred. Ability to multitask and manage priorities in a fast-paced environment.Proficiency with policy admin, CRM and data entry systems.Employ consultative skills and techniques in objection handling; explore alternatives to reach outcomes that gain customer acceptance.Demonstrate a customer-first mindset in all interactions.Collaborative spirit and creative problem-solving skills. A team player with excellent communication and interpersonal skills.Mandarin speaking skills are a plus for serving walk-in customers.GCE A Level, diploma, or equivalent experience in any field. Preferred insurance certified papers such as BCP, PGI, HI but not a pre-requisite.
What’s this role about? We are seeking a motivated UAT Analyst for a 9-month contract to support User Acceptance Testing (UAT) across both consumer and commercial business lines. The ideal candidate will have 1–2 years of experience in UAT or software testing, strong attention to detail, and the ability to collaborate with cross-functional teams.
Key Responsibilities Assist in executing UAT activities across Commercial and Consumer lines, ensuring high-quality product releases under the Senior Analyst’s guidance.Contribute to the production, implementation, and ongoing improvement of the User Acceptance Testing framework for the Singapore Branch.Help plan, monitor, and control UAT activities for systems and products, providing status updates and escalating issues as needed.Support data stewardship initiatives by helping maintain data quality, integrity, and classification, and ensuring compliance with organizational standards.Aid in recommending strategies for data cleanup and raising concerns or solutions for data-related issues.Collaborate with the Senior Analyst in developing comprehensive testing programs, including test data, test cases, and UAT test plans.Document and track risks and issues experienced during testing, and assist in producing policies for testing environments.Execute tests based on input from project and product managers, coordinating resources and reporting results.Work closely with project managers and product owners to discuss project status and address potential issues.Prepare and maintain UAT results documentation, providing daily or weekly status reports and feedback.Represent the Singapore Branch in APAC projects requiring country testing sign-off, as delegated by the Senior Analyst.Support operational improvement plans, noting successful use cases and helping implement productivity enhancements.Ensure policies, standards, and SOPs are followed, and assist in their annual review and update.Serve as part of the resolution team for troubleshooting and debugging production and UAT issues.Participate in Live (Production) verification during system implementations to validate application functionality and usability.
Desired Qualifications & Skillset1–2 years of experience in UAT, QA, or software testing rolesFamiliarity with Insurance in both consumer and commercial business processes is a plusStrong analytical and problem-solving skillsExcellent written and verbal communication skillsExperience with test management tools (e.g., JIRA, Confluence) preferredAbility to work independently and collaboratively in a fast-paced environmentBachelor’s degree in Business, IT, or related field (or equivalent experience) would be advantageous
Key Accountabilities & ResponsibilitiesSupport product launch UAT testing, from verification of data in System 6 to adjusting and configuring fulfilment kitsSupport UAT testing on One hubParticipate in product roundtables, help to gather and document requirements from stakeholdersAssist in templates clean up project, to identify templates that are not in use, require amendments or inactivation/deletionAssist Senior UAT & Data analyst in UAT governance project – coming up with governance policies, standard UAT checklist and training materials to disseminate to product teams.
Required Skills & Experience2nd-4th year student in local universityAble to commit for 4 months (Work from office arrangement)Proficient in Excel, Powerpoint and SQL (good to have)Familiar with Agile concepts, Jira and ConfluenceBusiness process mapping (As-is and to-be)
Desired QualificationsSQLTableauNintex PromapTest case creation
*This will be a 4 months contract role*
The job:Reporting to the Head of IBG Sales, you will work with the Institutional Banking team at our bancassurance partner to identify and engage customers on their general insurance needs. Working with the Chubb Bancassurance team, you will solicit new business to drive customer acquisition and growth. You will be an advocate of the organization with our bank partners, and an important partner to Chubb’s local underwriting team. Sales and customer service performance are closely measured, and you must be comfortable working in a target driven environment, with individual KPI’s focused on a defined customer group. You will also develop communication strategies and programs to further develop relationships with our partner with respect to sales production, retention and overall branding.
What you will do:Execute on sales and business development strategyEstablish strong partnership with our bancassurance partner and their customers Coordinate with internal departments for problem solving and service improvementProvide existing insureds and prospects with appropriate general insurance advice
What you will need:Degree/Diploma in Business Administration, Marketing or equivalentAt least 1 year of experience in the insurance or financial services industry Insurance certifications (BCP, ComGI)Possess strong business acumenFamiliar with commercial general insurance products and sales of insurancePossess strong influencing ability across a diverse group of stakeholders Self –motivated, creative, driven and resourcefulExcellent interpersonal skills with ability to relate at different levelsEffective in verbal and written communications in English
*Please do take note that this is a 6-months contract role. Extension or conversion will be dependent on certain criteria*
