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.
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 :
Certificate of customer service
2. Experiences : 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.
Experience in insurance or financial industry is a plus
3. Knowledge and skill set :
Strong verbal and written communication skills
Listening skills. Motivation and inspiration.
Time & People management
Problem analysis and problem solving
Customer service orientation
Work well under pressure
Coaching and counselling
Good English (Advanced)
4. Job’s attributes :
Meet the KPIs target : abandoned rate below 2%, service level >
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