I. Job Responsibilities:
Answer calls or chats and respond to emails/ website/ fanpage to handle customer inquiries. Conduct customer satisfaction survey.
Handle complicated calls from VIP customers or complaint calls related to CI or H&S claim to customers
Provide customers with product and service information. Update existing customer information into system. Follow up with customer calls in TAT.
Register and follow up customer complaints. Identify and escalate priority issues
Document all call information according to standard operating procedures
Complete call logs and follow quality assurance standard and produce call reports
Others: to be assigned by the Line manager or Company’s management (if any)
II. Job Requirements:
1/ Qualifications
Mandatory
College graduation or above
Advantage
Certificate of customer service
2/ Experiences
Mandatory
3-4 years in Customer Service area, specifically Call Center or Contact Center is a plus.
Strong work ethic and self-starter, able to effectively manage multiple priorities.
Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Be able to demonstrate strong influencing and probing skills in communication on phone.
Ability to learn and adapt to changes.
Foster a positive and productive work environment
Advantage
Experience in insurance or financial industry is a plus
3/ Knowledge and skill
Mandatory
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Organizational skills
Attention to detail
Judgment, adaptability
Teamwork
Resilience
Work well under pressure
Advantage
Time management
Good English (Intermediate up)
Presentation