Develop and implement the First Line of Defense (FLOD) procedures for the CS counter team.
Ensure that CS counter services are operated and delivered in compliance with approved procedures and guidelines.
Detect and inspect issues related to CS operations early on, propose suitable action plans to correct and address issues, implement service recovery, and prevent future recurrence.
Conduct initial and refresher training for CS counter staff.
Create standard operating procedures for the CS counter team and ensure compliance in their daily work.
Collaborate with relevant departments to enhance customer care services.
Participate in on-site visits with customers when handling complaints, customer care, and investigation cases.
Support for CS Counter Force & Customer Visits (10%)
Act as a backup resource for the CS counter team as needed.
Other Responsibilities (10%)
Work closely with the sales force.
Contribute to maintaining a professional office environment by ensuring adherence to company policies (labor regulations, office rules, dress code, etc.).
Recommend workflow adjustments to improve service quality, reduce paperwork, and decrease turnaround time.
Perform other tasks as assigned from time to time.
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
Job Requirement
Graduated University/ College
At least 2 years of experience in customer service processes related to customer service counters, with a mandatory background in the life insurance industry. Experience in QA or Investigation is a plus.
Strong customer service experience, especially in frontline roles or customer service counters, with a mandatory background in the life insurance industry.
Ability to think logically, analyze situations, and identify errors or discrepancies.
Willingness to travel for business when required.
Demonstrate attention to detail, accuracy, and organizational skills.
Effective communication skills: both written and verbal, with strong listening abilities.
Ability and willingness to learn and adapt to the company‘s work environment.
Ability to contribute to a productive and positive work environment: team-oriented, customer-focused, and proactive.
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