Customer Care Senior Officer

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Công ty TNHH Bảo hiểm Hanwha Life Việt Nam Full time
Customer Care activities: 70%

  • Responsible for efficient and professional daily operation of Care team, both in terms of staff performance and operational systems.
  • Successfully implementation HLV's Customer Care program Build shortterm and longterm plans for Care team to adapt Company target.
  • Plan for staff resource, staff training, functioning procedure improvement of Care team.
  • Interface with other departments for best possible cooperation.
  • Ensure wellfunctioned administrative procedures in the Department, including correct and timely reporting.
  • Develop Staff performance through performance monitoring, problem resolution, system's advice and quality assurance measures.
  • Monitor to ensure that all member of team is actively involved in the activities of Quality Service Management and Assessments To undertake adhod as assigned by CC manager / Head of Dept.
  • Review, evaluate and improve service standards to a much higher level that exceeds customer's expectations.
  • Manage daily activities of Customer care program.
  • Analyze Customer trend & propose to higher level to enhance quality of Customer service
Complaint Handling: 20%

  • Involving in customer complaint handling
  • Handle assigned complaint case within TAT
  • Review to sure all complaint form Cus. are solved exactly, suitable & follow closely with Company process/ regulation
  • Complaint handling reports (backup)
Others: 10%

  • Training, coaching for CC and CS staffs in Customer care program/complaint handling to ensure skills and knowledge effectively developed.
  • Join other tasks/projects with defined timeline as assigned by line manager / Dept. Head.

Loại hình công việc:
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