Operations Associate – Customer Service (Insurance)

About the role

We are looking for an Operations Associate to join our insurance contact centre. You will handle inbound calls from customers and agents, providing prompt and accurate assistance on policy transactions and account queries.

Key responsibilities

• Answer inbound calls and resolve customer/account queries.
• Process insurance policy transactions such as new business, renewals, amendments and enquiries.
• Achieve business KRAs including NPS, quality, productivity, and AHT.
• Work in a 24/7 environment with split‑offs and rotational shifts.
• Adapt to office or hybrid work arrangements as required.

Required profile

• Solutions‑mindset with a passion for delivering excellent customer experience.
• Ability to adapt to team challenges and work with minimal supervision.
• High proficiency in verbal and written English (neutral accent preferred).
• Strong multitasking, attention to detail and numeracy.
• Minimum 1 year of contact‑center experience and a high‑school diploma.
• English B2 level (SVAR and WriteX score 55‑58).

Required skills

• Proficient use of internet, computer and web‑based applications.
• Effective telephone etiquette.