To deliver the best customer service experience, service quality and operational efficiency to customers via inbound/outbound calls, complaint handling, implementing customer care program, coaching call center staff.
2: Key Responsibilities
Receive and handle all requests, inquiries and complaints of the Customer via telephone, e-mail, letter and electronic communication channels in accordance with operation's regulations and instructions;
Implementing customer care programs including but not limit to coordinating with sales, service providers to make sure care activities for different events of customers are handled properly with high standard as approved
Support CS team leader in training, coaching, quality control for call center staff
Joining customer service projects
Other tasks as assigned.
3: Qualification and Experience
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 3 years relevant working experience (in customer service, call center, complaint handling, supervision).
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. Ability and willingness to work in team as well as independently to complete the tasks.
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.
4b: Functional / Technical
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)