Senior Executive, Contact Centre (Night Shift)

What You Will Be Doing

Handle inbound calls and email enquiries professionally and efficiently

Provide accurate information relating to healthcare or employee benefits, eligibility, claims, and general service enquiries

Assist customers in navigating systems, portals, and applications

Issue emergency Letters of Guarantee and update the necessary details in the system

Maintain accurate customer records and complete data entry in a timely manner

Handle complaints and escalations professionally, with support from management where required

Support the team in maintaining service quality and operational standards during the night shift

Assist in guiding and supporting junior team members or peers on shift where necessary

Act as a reliable point of coordination during night operations in the absence of a dedicated night shift lead

Support management with any other duties assigned as part of contact centre operations

Shift Arrangement

This role is primarily for night shift coverage

However, this is not a fully permanent night shift role

Employees in this role will be rostered for at least one week of day shift each month as part of the monthly roster

Willingness to support a roster based environment, including weekends and public holidays, is required

Skills and Experience

At least 2 years of experience in a call centre or contact centre environment

Candidates from healthcare, insurance, TPA, customer service, or related backgrounds will have an advantage

Strong communication and interpersonal skills

Good customer service mindset with patience and professionalism

Comfortable handling high volumes and working in a fast paced environment

Able to multitask and navigate across multiple systems confidently

Good attention to detail and accuracy in work

Experience in handling complaints or escalations will be an advantage

Ability to provide guidance and on shift support to the team will be an added advantage

Comfortable with flexible work arrangements, including hybrid support where applicable and aligned with operational requirements, will be a plus