Officer, Customer Services
Lưu công việc này và sắp xếp tìm kiếm của bạn
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Bằng cách tiếp tục, bạn đồng ý với Điều khoản & Chính sách bảo mật.
- Receiving and processing requests related to insurance contracts via multiple channels: call center, email, directly, digital application.
- Answering questions about benefits, compensation procedures, insurance premiums, renewal, information changes, etc.
- Guiding customers to carry out administrative procedures, ensuring compliance with the process and committed time.
- Coordinating with departments such as appraisal, compensation, legal to handle arising situations. Key Accountabilities (2) 2. Experience management and contract maintenance
- Track customer journey, detect risk points leading to contract cancellation or complaints.
- Make periodic care calls, remind fees, consult on renewal and support contract renewal.
- Record and handle complaints, respond to customers professionally, following procedures.
- Propose improvements to care processes, enhance customer experience based on actual data. Key Accountabilities (3) 3. Business support and internal training
- Support the sales team in consulting and handling customer requests after sales.
- Participate in training agents and collaborators on customer care skills and business processes.
- Update policies, new products and communicate to customers in a clear and easy-to-understand manner. Key Relationships
- Direct Manager Senior Manager, 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 03 years in related fields such as investment, insurance, structural products in banks, financial institutions or enterprises;
- Business English standard proficiency as required for the role.
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