Expert, Customer Services

1 day ago

Hanoi, Hanoi, Vietnam Techcombank (TCB) Full time

Job Purpose
'As an expert in life insurance customer service, this role plays a role in shaping the end-to-end customer experience throughout the policy lifecycle. With deep expertise and an innovative mindset, the customer care specialist not only handles complex situations but also leads strategic initiatives to improve customer satisfaction, retention and optimize operational efficiency.

Key Accountabilities (1)

  • Receive and process customer requests
  • Design and optimize the multi-channel request receiving process (call center, email, direct, digital application), ensuring consistency and efficiency.
  • Directly handle complex, sensitive requests related to insurance benefits, payments, fees, renewals, information changes... with high accuracy and professional attitude.
  • Guide customers to carry out administrative procedures, ensure compliance with internal procedures and SLA time.
  • Proactively coordinate with inter-departments (Appraisal, Compensation, Legal, IT...) to handle arising situations, especially cases that risk affecting brand reputation.
  • Monitor processing progress, analyze customer feedback data and propose process improvements to enhance the experience.

Key Accountabilities (2)

  • Operate and develop business support systems
  • Participate in building and reviewing business processes and product policies, ensuring feasibility and operational efficiency.
  • Lead or advise on process automation projects, technology applications to improve productivity and service quality.
  • Research the market, propose and deploy new products suitable to customer needs and business strategies.
  • Analyze competitors' activities, thereby proposing initiatives to improve support systems and customer services.

Key Accountabilities (3)

  • Business support and internal training
  • Be a professional contact to support the sales team in consulting, handling post-sales requests and resolving arising situations.
  • Design and implement training programs on customer care skills, business processes for agents, collaborators and internal staff.
  • Update policies, new products and communicate them to customers in a clear and easy-to-understand manner, and at the same time provide feedback on market information to the business and product divisions.

Key Relationships - Direct Manager
Senior Manager/Director/Head, Customer Service

Key Relationships - Direct Reports
Key Relationships - Internal Stakeholders
Related divisions in company

Key Relationships - External Stakeholders
Insurance Agents / Financial Consultants, External Service Providers, Government Regulators, Industry Associations / Consumer Protection Organizations

Success Profile - Qualification and Experiences
Degree/Professional

  • University degree or higher majoring in economics, finance and banking;
  • Priority is given to having international qualifications and professional certificates in finance, insurance, customer services
  • Professional experience: Preferably have worked for at least 08 years in related fields such as investment, insurance in banks, financial institutions or enterprises;
  • Business English standard proficiency as required for the role.

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