Customer Services Officer/ Chuyên viên Dịch vụ Khách hàng

Job Description

Key Accountabilities:

Customer care services:

• Warmly receiving/welcoming customers either in direct contact or via telephone.
• Providing high quality services to customers by receiving and responding their inquiries skillfully and professionally.
• Providing operations services (receiving insurance proposals, collecting premiums, data registration, carrying out policy services…) promptly, effectively and within agreed services standard.
• Cooperating with Operations Team in Head Office to implement all operations processes efficiently and effectively to provide end policy services to external customers as guided in Operations Manual and other documents updated from time to time.

Agency admin support:

• Support the agency administration in preparing all documents related to agents such as handling FC/UM/DM working applications, distributing documents as AA’s request.
• Manage the ordering, storage, distribution, selling and reporting of promotional gifts in compliance with the Promotional Gift Procedures.

Premium Control:

• Managing and maintaining accurate reports of the distribution of Premium Receipt Books to agents. Coordinate with Premium Control and the Sales team in regular auditing to ensure the right usage of Premiums Receipt Books.
• Controlling petty cash, prepare expenses claims, submit invoices and provide appropriate reports to Finance Department in accordance with the Finance Manual and company procedures.

Office administration:

• Manage office supplies, office facilities as well as fixed assets and office inventory.
• Receiving and transferring all calls to relevant person. Promptly taking message if the receiver is not available.
• Perform general administrative tasks, reception work, take care of first–aid box at branch
• Ensure company’s properties, sideboards & office sanitary are in good order; to be in charge of informing to Sales and GA if any damage of company belongings arise.
• Ensure all correspondence to be distributed/sent correctly & in a timely manner

Management:

• Supervise the CS/SS staffs of the sales office and GA offices, providing support in their daily work in accordance with the company’s procedures and guidelines.
• Oversee CS/SS staffs at assigned GA branches for effective customer service and sales, while collaborating with regional sales to ensure compliance with company guidelines
• Ensure quality of CS services, organize necessary training, and provide updates to managers as needed.

Others:

• Collaborate with the local sales force in a team-based setting to ensure smooth operations and high-quality service at CS counters.
• Recommend workflow improvements to enhance service quality, reduce paperwork, expedite processes, and handle other tasks as they arise.
• Ensure all correspondence to be distributed/sent correctly & in a timely manner

Benefit

• Competitive salary (100% salary during probation).
• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office
• 15 Annual leaves.