Officer, Customer Relationship Management

7 days ago


Ho Chi Minh City, Vietnam FWD Insurance Full time

How far out of the box are you willing to step up? At FWD Vietnam we offer unique opportunities within the insurance industry that are supported by an attractive rewards and recognition scheme.

PURPOSE:
Perform service at hotlines to Customers/Sales and conduct call quality control

KEY ACCOUNTABILITIES:

- Handle incoming calls in a professional manner.
- Conduct quality control inbound calls of team members.
- Following call center scripts when handling different topics.
- Identifying customers/sales’ needs, clarify information, research every issue and providing solutions
- Management and resolve customer complaints
- Document all call information according to standard operating procedures
- Follow up customer/sales calls where necessary
- Complete call logs and reports
- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
- Updates job knowledge by mastering knowledge related to products, procedures.
- Other tasks as assigned.

QUALIFICATIONS / EXPERIENCE
- At least 03-04 year experience in Customer Service/ Call center/ Complaint handling, preferably with life insurance background.
- Professional manner, positive thinking

KNOWLEDGE & TECHNICAL SKILLS
- Verbal Communication, Phone Skills, Listening, Customer Focus, Customer Service, Professionalism, Multi-tasking
- University graduate, preferably social sciences.
- Good communication skills in both Vietnamese and English
- Good writing skill
- Proactive, creative disposition to develop new ideas, good in problem solving skill
- Good interpersonal and communication skills (oral & written)
- Able to work in high pressure environment and able to work independently as well as in a team
- Ability to process requests with accuracy and deliver within service standards.



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