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Customer Support Analyst

1 month ago

Hanoi, 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**

In Office

**On the job you will**:
**1 **. **Giám sát và hỗ trợ **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 **. Giám sát và thực hiện 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. **Giám sát và hướng dẫn 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)

**4. **Giám sát và **trả lời điện thoại, gọi điện cho khách hàng, tiếp khách hàng đến trực tiếp văn phòng (Monitor and receive calls from clients 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 chánh khi khách hàng yêu cầu (Guide clients to fullfil admin procedures according to clients’ requests)
- Gọi điện cho khách hàng chúc mừng hợp đồng đã được cấp hoặc hỏi thăm thêm thông tin về hợp đồng hoặc thông báo về các sản phẩm/chương trình của công ty (Contact clients to welcome new issued policies or ask more information regarding policies or notify to clients on products/programs of the companies)
- 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)

**5. 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 (Re-assigned 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 (Random 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 và hướng dẫn khách hàng làm thủ tục thay đổi (nếu có) trong trường hợp thư bị trả lại (Contact clients to ask clients’ address and guide client to address change request (if any) in case mails are returned).

**6. **Giám sát 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 requ