Customer Service Senior Specialist

2 weeks ago


Hanoi, Hanoi, Vietnam Prudential plc Full time
Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

Thực hiện các giao dịch tại trung tâm dịch vụ khách hàng Prudential đạt chất lượng đúng với chuẩn mực của Prudential Việt Nam

Job Responsibilities
- Tiếp nhận và xử lý theo quy trình, quy định về chứng từ và phí liên quan đến Hồ Sơ Yêu Cầu Bảo Hiểm, Yêu Cầu Dịch Vụ Hợp Đồng, Thu Phí Bảo Hiểm, Giải Quyết Quyền Lợi Bảo Hiểm, Chi Trả Quyền Lợi Bảo Hiểm,

(Receive and proceed as PVA's standard process and policy for all documents and money related with New Business Insurance, Policy Services, Premium Collections, Claims, Payment,.)
- Trả lời các thắc mắc của khách hàng và tiếp nhận, xử lý khiếu nại (nếu có) và phục hồi dịch vụ trực tiếp/ gián tiếp hoặc phối hợp với các phòng ban chức năng theo quy trình và tiêu chuẩn của Prudential.

(Give response and feedback to Customers' query and fully handle complaint of Customers (if any) and service recovery directly/ non-directly or support other functional departments/ sections as PVA's standard service recovery processes)
- Quản lý tiền mặt và các dòng tiền liên quan đến TTDVKH/ Prudential theo tiêu chuẩn của Prudential và có trách nhiệm đảm bảo tiền mặt và các dòng tiền liên quan đến TTDVKH/ Prudential được sử dụng đúng mục đích của Prudential, không thất thoát, sai sót ảnh hưởng đến quyền lợi của Khách hàng và Prudential.
- Tham gia hoạt động cứu hủy hợp đồng/ gìn giữ Hợp đồng và Khôi phục Hợp đồng

(Handle and Join in Policy Conservation/ Customer Retention and Lapse Reins Activities of CSC and Depatment)
- Đề xuất, triển khai, áp dụng và quản lý mọi hoạt động nâng cao trải nghiệm Khách hàng tại TTDVKH và cho Prudential

(Propose, deploy, implement and monitor all activities for improving Customer Experience at CSC and for Prudential.)
- Tuyển dụng, xây dựng và phát triển đội/nhóm có năng lực, hoạt động hiệu quả và gắn kết

(Responsible for recruitment, people development, team engagement activities.)
- Chịu trách nhiệm thực hiện các công việc liên quan đến đánh giá, kiểm soát mức độ rủi ro trong các hoạt động của khu vực mình quản lý

(Responsible for risks assessment and management in business operations under management zone.)
- Phối hợp triển khai tất cả các dự án, kế hoạch hành động của Bộ phận dịch vụ khách hàng toàn quốc theo đúng thời hạn đã cam kết

(Coordinate with other departments to ensure the implementation of all projects, action plans under Customer Service Department on schedule.)

Job Requirements:
Qualifications / Bằng cấp
- Cao đẳng hoặc đại học các ngành: Dịch vụ Khách sạn, Kinh tế, Ngân hàng, Ngoại Thương hoặc dịch vụ

(College or BA degree, majors: Hospitality, Economics, Banking or Foreign Trade or Service industry)
- Có ít nhất 2 năm kinh nghiệm giám sát trong ngành Dịch vụ vị trí tương đương

(At least 2 years at a supervisory capacity within service industry with same position)

Knowledge and skill / Kiến thức và kỹ năng
- Kỹ năng giao tiếp nâng cao (đồng cảm, thuyết phục, có cấu trúc rõ ràng)

(Advanced Communication Skill)
- Kỹ năng giải quyết khiếu nại khách hàng và phục hồi dịch vụ

(Complaint Handling & Service Recovery)
- Kỹ năng xây dựng mối quan hệ với đối tác, khách hàng

(Relationship Building with Partners/ Customers)
- Hiểu biết và có khả năng phân tích số liệu cũng như nhạy bén kinh doanh

(Business and Financial acumen)
- Kỹ năng quản lý con người và đội nhóm

(People & Team Management)
- Kỹ năng tương tác cá nhân và kỹ năng giao tiếp tiếng Anh

(Coaching skill)
- Kỹ năng tương tác cá nhân và kỹ năng giao tiếp tiếng Anh

(Interpersonal and English skills - listening and speaking)
- Am hiểu qui trình nghiệp vụ và hệ thống, máy tính

(Operational process, SOPs and systems, computer)

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