Customer Support Analyst

2 weeks ago

Hanoi, Hanoi, Vietnam Manulife Full time
**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you. _**

**Working Arrangement**

In Office

**1 **. **Kiểm soát **và **Hỗ trợ công tác **tuyển dụng đại lý, bán hàng khuyến mãi và các công việc hành chính văn phòng (Monitor and support agency recruitment, sell promotion gifts and other admin tasks)**
- Trực điện thoại tổng đài văn phòng (Be the receptionist)
- Hỗ trợ công tác chuẩn bị các lớp MIT tại khu vực (Handle logistics for MIT classes)
- Bán hàng khuyến mãi và báo cáo bán hàng khuyến mãi (Handle promotion gifts selling)
- Các công việc hành chính khác (Handle other admin tasks)

**2 **. Kiểm soát và thực hiện và việc thu phí bảo hiểm, chi tiền bảo hiểm (Monitor & perform premium collection and disbursement task)**
- Thu phí bảo hiểm từ khách hàng, thu phí viên và đại lý (Collect premiums from clients, agents and collectors)
- Yêu cầu, in và cấp phiếu thu tương ứng khi thu phí từ khách hàng (Request, print and issue receipts to clients when collecting premiums accordingly)
- Chi trả các khoản thanh toán cho khách hàng (Disburse money to client according to respective DNRs)

**3. **Kiểm soát và hướng dẫn công việc hỗ trợ đội ngũ đại lý (Monitor & conduct agency support)**
- Giải đáp thắc mắc của đại lý liên quan đến quy định hành chính (Guide agents admin procedures)
- In và phát phiếu thu cho đại lý (Request and Print receipts for agents)
- Thực hiện các công việc hỗ trợ hành chính khác (Do other agency admin tasks)

**Kiểm soát và thực hiện và việc **trả lời điện thoại, tiếp khách hàng đến trực tiếp văn phòng (Monitor and receive calls from clients, handle outbound calls and welcome walk-in clients)**
- Giải đáp thắc mắc của khách hàng về hợp đồng và quy định hành chính liên quan đến hợp đồng bảo hiểm (Reply clients' inquiries about policy and admin procedures related to policy)
- Hướng dẫn khách hàng thực hiện thủ tục hành chính khi khách hàng yêu cầu (Guide clients to fulfill admin procedures according to clients' requests)
- Tư vấn khách hàng duy trì hợp đồng (Handle policy conservation)
- Tiếp nhận khiếu nại khách hàng và phối hợp với nhân viên/bộ phận liên quan giải quyết khiếu nại (Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients)
- Thực hiện các công việc liên quan đến khiếu nại từ Khách hàng (complaint handling)

**Kiểm soát và thực hiện các cuộc gọi chủ động đến khách hàng (Handle outbound calls to clients)**
- Chúc mừng hợp đồng mới cấp (welcome calls)
- Thông báo kết quả bồi thường (Inform client of claim result)
- Hợp đồng đã phân công lại đại lý phục vụ sau 2 tuần (Reassigned policies after 2 weeks)
- Kiểm tra ngẫu nhiên HĐ trước khi cấp theo yêu cầu của bộ phận thẩm định (Random check call to client before issuing policy)
- Kiểm tra ngẫu nhiên KH tham gia HĐBH liên kết đầu tư/ liên kết chung trước khi cấp (randome check call to client buying RPUL & UL products)
- Liên hệ KH theo danh sách từ POS (policy suspense, unsuccessful bank-transfer )
- Thực hiện liên hệ KH theo danh sách hàng quý của bộ phận Quan hệ Khách hàng (Quarterly mini-survey to clients as Customer Relationship Unit's request).
- Liên hệ với khách hàng hỏi thăm thông tin địa chỉ gửi thư trong trường hợp thư bị trả lại (Contact clients to ask clients'address in case mails are returned.

**Kiểm soát và t **hực hiện kiểm tra trùng tên, nhập hợp đồng mới và thay đổi thông tin hợp đồng bảo hiểm**

**(Monitor and check client's potential name scan on Bridger, input new policy and process change when client requests as requirements)**
- Đối chiếu tên của những khách hàng với danh sách khủng bố hàng tuần (Weekly scan customer name with Terrorist list on Bridger system & report weekly)
- Thực hiện thay đổi thông tin hợp đồng bảo hiểm theo yêu cầu của khách hàng (Process policy changes when client requests as requirements)

**Quản **lý đội ngũ thu phí viên (Supervisor collector team management)**
- Giám sát công việc đội thu phí viên để đạt chỉ tiêu năng suất thu phí (Supervise collectors' job performance in order to achi

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