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.
