Customer Services Officer (Team Leader role) / Chuyên viên Dịch vụ Khách hàng (vai trò Trưởng nhóm)

Job Description

Customer Services:

• Warmly welcome customers in person or via telephone.
• Provide high-quality customer service by addressing inquiries professionally.
• Handle operations services (insurance proposals, premium collection, policy services, etc.) efficiently and within agreed service standards.
• Collaborate with the Head Office Operations Team to ensure smooth and effective service delivery.
• Work across departments / functions for solution to ensure the complaint solved.
• Review to ensure all complaints from Customers are solved precisely, suitably & follow closely with Company process/ regulation.
• Ensure all complaints’ documents are stored/uploaded fully, compiled with internal and external government regulations.

Team Management:

• Lead and supervise CS/SS staff at the sales office and assigned GA branches, ensuring effective performance and adherence to company guidelines.
• Support team members with daily tasks and provide necessary training to maintain high service standards.
• Ensure compliance with company policies and oversee service quality at all levels.

Agency Admin Support:

• Assist in managing documents related to agents (FC/UM/DM applications, etc.).
• Handle promotional gifts distribution, storage, and reporting as per company procedures.

Premium Control:

• Manage distribution and reporting of Premium Receipt Books to agents, coordinating audits with the Premium Control and Sales teams.
• Handle petty cash, expense claims, and reporting to the Finance Department.

Office Administration:

• Oversee office supplies, assets, and facilities management.
• Answer calls and perform general reception tasks.
• Maintain office cleanliness, handle first-aid supplies, and report damages.

Other Tasks:

• Collaborate with the sales team to ensure efficient CS operations.
• Suggest process improvements to enhance service quality and reduce paperwork.
• Ensure timely distribution of all correspondence.

Benefits

• 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.

Job Requirement

• Graduated University/ College.
• At least 3 years of solid experience in customer service (CS) or managing CS processes at the frontline, specifically within the life insurance or financial industry.
• Proven experience in managing, supervising, or leading a customer service team, with a strong track record of team performance and service quality.
• Exceptional customer service expertise, particularly in handling frontline interactions, ensuring high levels of client satisfaction.
• Demonstrated accuracy, thoroughness, and the ability to maintain an organized workflow.
• Excellent verbal and written communication.
• Adaptable and eager to learn in a dynamic environment.
• Positive, team-oriented, and customer-focused mindset.
• Proficient in MS Office; English is a plus.