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Customer Service Representative

1) Customer Services

  • Answer incoming calls and provide information to all customer requests at the first call solution (excluding policy cancellation request of direct marketing customers that transfer to retention team for further convincing)
  • Carry out assignments and handle problems in accordance with call patterns, instructions, policies,
  • procedures and / or accepted practices to ensure optimum level of Quality
  • Support customers to handle and eliminate day-to-day issues with enquiries
  • Perform specific service activities during a shift, including both call and non call requests

2) Quality Management

  • Be responsible for delivery our service offers with excellent service as well as handling the complex or difficult cases
  • Skill sets and the customer satisfaction measured by Bottom Up and Top Down NPS 
  • Study and practice for improvement based on coaching and feedback
  • Communicate professionally at all time with customers, other team and other department to ensure
  • consistently effective working relationships
  • Contribute or be involved in Contact Centre process and procedural analysis or projects as and when required.

3) Business Acumen and multiple programs / systems 

  • Process and record new transactions
  • For those with non-call resolution, will escalate the case in the tracking service request - Footprints
  • program to Functional Unit
  • Fast learning and is able to work under dynamic change, uncertained situation (BCP) and very high
  • pressure environment on day to day
  • Bachelor’s Degree in Business Administration, Accounting & Finance or related fields
  • At least 1- 2 years’ experience in insurance operations, customer services, or other related field
  • Knowledge of Insurance Industry & Company Products
  • Good Collaboration & communication skill

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