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Công Ty TNHH Bảo Hiểm Nhân Thọ Aviva Việt Nam

[HO] Customer Care Specialist (TPHCM, Hà Nội)

Công Ty TNHH Bảo Hiểm Nhân Thọ Aviva Việt Nam
Updated: 30/08/2019

Employment Information

Benefits

  • Laptop
  • Insurance
  • Travel opportunities
  • Allowances
  • Uniform
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Seniority Allowance
  • Annual Leave
  • Sport Club

Job Description

PURPOSE AND CONTEXT OF THE ROLE

Purpose:

Customer Care Specialist – Operations (CC) has responsible to develop customer care activities and support the operation objectives of the company.

Customer Care Specialist – Operations (CC) will report to Call Center & Complaint Handling (CC & CH) Manager and assist to monitor a Customer Care team.

ACCOUNTABILITIES/ OUTPUTS

Strategic

  • Definition of customer service strategy and processes in support of the vision, mission, values & business strategy of the company.
  • Responsible for promoting an environment where a risk management culture can flourish.

Governance

  • Ensure that the risks associated with all business decisions in own area of the business are understood and managed so that they are within the agreed risk appetite.
  • Ensure appropriate levels of risk skills and experience within the team enable consistent risk management practices.

Operational

  • Assist CC & CH Manager in managing and monitoring all operations of CC team to ensure that all team members understand and comply with all team objectives, performance standards and company policies.
  • Build team working and high responsibility spirit among CC staff, to deal with pressure and difficult situations, and assure a supportive working environment with cooperation to provide the best quality of service to customers at any touch points (phone, email, letter…)
  • Monitor and evaluate staff performance and conduct training/coaching to improve required soft skills and technical knowledge
  • Perform and lead projects assigned/ related to achieve best result with timely manner
  • Make analysis and initiate ideas to work with relevant departments/ parties to enhance customer satisfaction by running customer care activities and loyalty programs.
  • Create and maintain a risk management environment that ensures risks taken by the function are identified, assessed and frequently monitored, managed and reported against.
  • Monitor team KPIs and ensure that all reports to be submitted timely with accuracy
  • Continuously review workflow/process to identify operational issues and suggesting possible improvements
  • Other tasks as assigned by HOD.

Benefits:

  • 15 days leave a year
  • Birthday leave: 1 day
  • Join full social insurance
  • Health care insurance is provided to dependents (spouse and children)
  • Work from home 1 day/month
  • 13th month salary
  • Laptop is provided

Job Requirement

QUALIFICATIONS

  • University graduate (Sector priorities: Insurance and Banking, Social Sciences and Humanities, Business Administration)
  • LOMA certificate is preferred

SKILLS/KNOWLEDGE

  • Strong orientation towards customer service with pragmatic business and efficiency mindset, attention to detail;
  • Strong interpersonal and persuasive skills;
  • Positive work attitude and strong presentation skill;
  • Service innovation and service quality improvement initiatives;
  • Good computer skills and proficient in data entry/word processing: Internet, MS – Office…
  • Good team player and co-operative;
  • Foreign language: Fluent in English (written & spoken)

EXPERIENCE

  • 03 to 05 years experience in life insurance;
  • Having the experience of customer service activities is a must.

Operational experience in AS400/Life Asia system is an added advantage

More Information

  • Job type : Permanent

Company Overview

Công Ty TNHH Bảo Hiểm Nhân Thọ Aviva Việt Nam

https://www.aviva.com.vn/Company size: 300
Aviva là tập đoàn bảo hiểm đến từ vương quốc Anh với hơn 320 năm kinh nghiệm hoạt động trong lĩnh vực bảo hiểm trên 14 thị trường tại Châu Âu, Châu Á và...Detail

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