Executive, Customer Service

JOB SUMMARY

To manage and handle all enquiries and service requests received via CS Call service channel. Ensure that enquiries and requests are handled within the target service KPI and to deliver positive service experience to customers consistently



JOB RESPONSIBILITIES

1. Handling of calls via the call channel within the target service KPI. Ensure all enquir-ies and service requests are handled completely, providing first contact resolution or to follow up and resolve within the agreed TAT with customer. For cases that re-quires more time to resolve, ensure customers are kept informed on the status until it is resolved.


2. To track & report all incoming calls following the standard tracking procedure daily and on monthly basis


3. All calls must be handled in a professional manner and adhere to the quality guide in responding to emails & chats


4. Highlight & escalate to team leader any abnormal issues/ incidents that may impact to service levels.


5. Escalate/ discuss with team leader any cases not able to resolve/ face any challenges with customers or stakeholders.


6. To adhere and deliver the service KPIs as per the monthly scorecard performance management and strict compliance of SOPs, company and regulatory guidelines/ policies & standard requirements.


7. Back up team members in other service channels when there is shortage of man-power within customer service department



JOB REQUIREMENTS

Diploma or Degree in any and/or related

AMII /ACII / DMII or equivalent insurance qualifications

Minimum of 1-2 years’ experience in and /or similar role / capacity

Proficient in English & Mandarin. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

Possess good presentation skills

Possess good negotiation skills

IT literate

Mature personality

Able to work independently and as Teamwork

Self motivated

Achieving result, Initiative & concern for quality