• Be responsible for the customer journey from contract signing onward • Work with customers to anticipate needs, identify challenges and opportunities, and build long-term relationships • Train customers on how to use the tools through online training sessions • Handle internal and external customer requests via email, phone, video call, and messaging apps • Be responsible for customer support, engagement, usability, and satisfaction

• Build rapport with each customer • Ask probing questions and understand how to create a best-in-class experience and resolve customer requests on first contact • Educate customers about their insurance policies with MassMutual • Apply knowledge to handle many problems independently while seeking guidance in highly complex situations • Balance time effectively to ensure the department meets expected service levels • Utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time

• Provide superior customer service to attendees, exhibitors, and others utilizing Experient service systems in a fast-paced environment. • Provide professional, empathetic customer service while managing calls with appropriate pace, tone, and etiquette. • Identify guest issues quickly and resolve them using problem‑solving skills, system tools, and escalation protocols. • Document account history accurately and communicate resolutions clearly to guests. • Navigate multiple technical systems simultaneously to deliver fast and accurate support. • Enter transaction details with precision while following event guidelines and PCI compliance. • Use internal resources (event sites, wiki pages, training materials) to resolve inquiries. • Communicate trends or issues to internal teams and escalate calls when needed. • Participate in required meetings and training sessions.

• Handle and manage clients' immigration applications primarily for Singapore Citizenship and Permanent Resident status. • Communicate clearly and regularly with clients to collect, verify and organise necessary documents. • Provide accurate documentation advice and tailored guidance, staying updated on Singapore immigration regulations and polices. • Draft personalised and compelling cover letters based on individual client backgrounds. • Ensure precision and compliance in all submissions to relevant government agencies. • Deliver an exceptional client service experience from consultation to post-submission support. • Respond promptly to client queries and assist in all necessary post-submission formalities. • Maintain digital tracking systems and record with updated information. • Assist with any other tasks assigned by the management.