To deliver the best customer service experience, service quality and operational efficiency to customers via inbound/outbound calls
2: Key Responsibilities
Receive and handle all requests, inquiries and complaints of the Customer via telephone, e-mail and electronic communication channels in accordance with operation's regulations and instructions;
Make calls to customers according to customer care programs by phone;
Support insurance transactions at Customer Service department;
Recording acknowledging information into the system, storing reports;
Other tasks as assigned.
Qualification: Good communication skill. Fluent, clear voice. Customer persuasion skill. Ability to work under pressure. Good knowledge of life insurance is preferred.
Experience: At least 2 years relevant working experience (in customer service, call center).
Certification: University degree in economics, finance or equivalent. Basic English. LOMA certificate is preferred.
Communication: Takes account for formulation purposes of the needs and interests of the other party and is able to reformulate information in order to be properly understood.
Cooperative attitude: Helps the team achieve its goal, for example by spontaneously extending and/or requesting help.
Customer orientation: Meets customer expressed or unexpressed needs. Strengthens customer relations and undertakes well-considered action to increase satisfaction.
Result orientation: Constantly evaluates the contribution of his/her own activities to the attainment of goals, adapting activities where necessary.
Learning capabilities: Formulates personal learning goals and rapidly learns from other people’s experiences.
Strategic thinking: Shapes action and recommendation on basis of personal analyses and assumptions.
Planning and organization: Draws up plans in order to achieve personal goals or to prevent problems and assesses their progress.
Change orientation: Adapts quickly to changes in his/her work environment and acts as an example for others.
Entrepreneurship: Takes initiatives and contributes actively towards the improvement and/or renewal of the current range within his/her professional area.
Leadership: Encourages cooperation in dialogue with a view to achieving goals. Displays exemplary conduct.
Business process management: Inter-process automation and control maturity level – re-alignment of processes with business strategy, craft process automation and control across the domains, customers and (distribution) partners
Computer skills: PC literate in Microsoft Office (Word, Excel, PowerPoint)