Customer Care Senior Officer

3 days ago

Ho Chi Minh City, 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 short-term and long-term 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 co-operation.
- Ensure well-functioned 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 ad-hod 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 (back-up)

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: Toàn thời gian

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