CUSTOMER SERVICE EXCELLENCE (60%):

Responsible for performing daily activities to deliver a comprehensive service to customers and ensuring customer satisfaction at high standards.
Respond to customer queries in a timely and accurate way via telephone, emails or other means of communication when required.
Identify customer needs, clarify information and provide feedback and/or solutions/alternatives to ensure customer’s requirements are met and satisfaction is achieved.
Record all customer interaction (CI) and details of actions into relevant operational system.
Handle complex customer complaints or enquiries and escalate as required.
Proactively follow up with customer requests to ensure their complaints or enquiries are resolved.
Continually review work practices to improve customer experience and productivity.
Understand the processes and SOP for reviewing and improvements.
Involved in internal audits to improve service quality and performance levels. Assist in the functioning of the quality assurance team.
Accountable for the service outcomes and daily operational standards.
Ensure the highest standard of customer service are maintained across all touch points.
Conceptualize and implement various value-added services for service enhancements.
Contribute to the overall maturity of the function through development of tools/templates and by sharing knowledge with peers and key stakeholders.
Gather customer feedback and prepare reliable service quality reports to share with other relevant teams.
Collaborate with Regional CX team and relevant stakeholders to setup measurement tools for CX key metrics and to keep track of customer interactions across channels and touchpoints.
Act as contact point between internal and external teams for outsourced projects when required.
Manage outsourced deliverables and service quality by proactively identifying issues and emerging risks then takes swift action(s) to resolve or escalate as appropriate.

POLICY ADMINISTRATION AND BUSINESS SUPPORT (30%):

Support policy administration (policy issuance; system filing; reports) as assigned by Head of Operations/Operations Manager
Assist UW support teams with administrative tasks as required or assigned by Operations management team

OTHER (10%): ad-hoc duties, tasks which may be required upon expansion of operational functions and company's business growth, as assigned by Head of Operations/Operations Manager.

Minimum 3-years-working experience, preferable in financial service (i.e. general insurance with a background in operations, policy administration and customer service); or have a sound knowledge in Contact/Call Center operations and methodologies (at least 1 years working experience in Contact/Call Center environment).

Knowledge:

Familiar with CRM system and CX measurement platform are preferrable.
Background understanding of different CX metrics.
University-level degree.

Skills:

Good teamwork, great sense of learning.
Strong time-management skills and multitasking ability.
Proficient in Microsoft Office, with aptitude to learn new software and systems.
Good written and verbal communication Vietnamese & English skills.
Good planning, co-ordination and problem-solving skills.
Strong written and verbal communications skills are essential.

Other requirements:

Ability to handle multi-tasks and ambiguity.
At ease with numbers and systems.
Customer-oriented mindset.
Well-organized and attentive to details.
Ability to identify errors and solve problems.
A willingness to learn.
Effective verbal and written communications in Vietnamese and English.

Chubb

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