Customer Service Senior Analyst

5 months ago

Ho Chi Minh City, Vietnam Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

**The opportunity**

This role is accountable for providing quality, phone-based customer service to callers. Requires advanced knowledge of products and processes to research and provide solutions to complex issues that fall outside normal processes. Provide back-up for Team Leaders as needed.

**Responsibilities**

**1. Kiểm soát và thực hiện việc trả lời điện thoại của khách hàng(Monitor and handle hotline calls from 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 fullfil admin procedures according to clients’ requests)
- Tư vấn khách hàng duy trì hợp đồng (Handle policy conservation)
- Kiểm tra và trả lời tin nhắn của Khách hàng từ hộp thư thoại hàng ngày (Check & reply daily messages from telephone box)
- 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)
- Thực hiện thay đổi thông tin hợp đồng bảo hiểm qua điện thoại theo yêu cầu của khách hàng (Process policy changes via phone when client requests as requirements)

**2. Kiểm soát và thực hiện các cuộc gọi chủ động đến khách hàng (Monitor and handle outbound calls to clients)**:

- Liên hệ tư vấn và giải đáp thắc mắc của KH sau cuộc gọi chúc mừng hợp đồng mới cấp (Hanle call-back for welcome calls).
- 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).
- Thực hiện các cuộc gọi chủ động khác đến Khách hàng khi được phân công (Other outbound call as assigned)

**4. Kiểm soát và thực hiện việc huấn luyện/hướng dẫn cho các nhân viên mới và buổi họp chia sẻ thủ tục hành chính với bộ phận kinh doanh (Monitor and conduct training refreshment for new staff and have administration presentations to agency force)**
- Thực hiện huấn luyện cho các nhân viên mới (Conduct tranining for new comers)
- Thực hiện chương trình nâng cao nghiệp vụ cho các đồng nghiệp (Conduct refresh training for colleagues)
- Thực hiện buổi họp chia sẻ với bộ phận kinh doanh (Have administration presentation to agency force)

**5. Các công việc khác (Other tasks)**
- Đảm bảo thông tin của khách hàng được bảo quản tuyệt mật tại các khu vực phụ trách (Ensure client’s information is kept confidential at respective locations)
- Tuân thủ các chính sách/ quy định của công ty (Ensure company policies/ regulatory/ requirements are followed at respective location)
- Hỗ trợ thực hiện công việc của bộ phận khi cần (Support daily team tasks when necessary)
- Hỗ trợ công việc khi đồng nghiệp nghỉ phép (Back up for Colleague)
- Đảm bảo hoàn tất công việc hàng ngày chính xác và kịp thời (Ensure to complete daily work exactly and timely)
- Quản lý tài sản, cơ sở vật chất và chi tiêu của văn phòng (Control expenses within budget and manage office property)
- Thực hiện các công việc theo sự chỉ định của cấp quản lý trực tiếp (Perform tasks when assigned by direct management).

Ghi chú khác:
Khi có sự thay đổi yêu cầu công việc cho nhân viên thì sẽ có sự thống nhất lại bảng mô tả công việc

(In case of change in job assignment for CC staff, the job des

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