Call Center Teamleader
Công ty TNHH BHNT Prudential Việt Nam
Hồ Chí Minh, Việt Nam
7 ngày trước

1. Job Purpose

  • This position will be the contact point to serve customers by determining requirements; Answering incoming calls from customers to take orders;
  • responding inquiries; resolving troubleshoot problems; fulfilling requests; providing information; and maintaining database to enhance customer service.

    2. Accountability

  • Proactively gain a full understanding and maintain excellent knowledge of products and services in order to understand customers' needs.
  • Achieve productivity standards and goals while maintaining high level of customer service, building conversation, patience, and maintaining high
  • Receive high volume of inbound calls with varying degrees of questions or concerns while having the ability to quickly identify a client's request or problem.
  • Effectively express empathy and compassion, and take full ownership of the clients satisfaction
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions;
  • escalating unresolved problems

    3. Key responsibilities

  • Answer calls and respond to emails / website / fanpage to handle customer inquiries. Conduct customer satisfaction survey.
  • Provide customers with product and service information, Update existing customer information into system. Follow up with customer calls where necessary
  • Register and follow up customer complaints. Identify and escalate priority issues
  • Document all call information according to standard operating procedures
  • Complete call logs and follow quality assurance standard. Produce call reports
  • Others : to be assigned by the Line manager or Company’s management (if any)
  • 1. Qualification :
  • Mandatory :
  • Mandatory :
  • Bachelor diploma.
  • Advantage :
  • Certificate of customer service
  • 2. Experiences :
  • Mandatory :
  • Mandatory :
  • 5-6 years in Customer Service area, specifically Call Center is a plus.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities.
  • Leadership to direct and control staff to achieve given KPIs.
  • Handle multiple tasks without errors and mistakes
  • Know how to devise effective motivational techniques to improve the performance of their team mates.
  • Know how to set goals for others to achieve and must be an achiever.
  • Schedule and organize shift patterns for other team members as well as balance the working days and days off.
  • Advantage :
  • Experience in insurance or financial industry is a plus
  • 3. Knowledge and skill set :

  • Mandatory :
  • Strong verbal and written communication skills
  • Listening skills. Motivation and inspiration.
  • Time & People management
  • Problem analysis and problem solving
  • Customer service orientation
  • Team work
  • Work well under pressure
  • Coaching and counselling
  • Advantage :
  • Good English (Advanced)
  • 4. Job’s attributes :

  • Meet the KPIs target : abandoned rate below 2%, service level >
  • 80%, ASA

  • All relating tasks in service programs are completed as planned to provide good benefits and for customers to be more convenient during the insurance term with our company
  • Proactively participate and complete tasks assigned in projects to support other departments
  • 5. Working condition (if any) :

    Work condition based on roster arrangement (5 days / week, roster, night shifts, Saturday and Sunday

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