Counter Customer Service Quality Management/ Chuyên viên Quản Lý Chất Lượng Dịch Vụ Khách Hàng tại Quầy

Report to: Quality Assurance Manager
Key Accountabilities
Quality Assurance for Counter Services (80%)

Ensure that CS counter services are operated and delivered in compliance with approved procedures and guidelines.
Conduct initial and refresher training for CS counter staff.
Develop and implement the First Line of Defense (FLOD) procedures for the CS counter team.
Participate in on- site visits with customers when handling complaints, customer care, and investigation cases.
Collaborate with relevant departments to enhance customer care services.
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.
Create standard operating procedures for the CS counter team and ensure compliance in their daily work.

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.
Recommend workflow adjustments to improve service quality, reduce paperwork, and decrease turnaround time.
Perform other tasks as assigned from time to time.
Contribute to maintaining a professional office environment by ensuring adherence to company policies (labor regulations, office rules, dress code, etc.).

Benefit

Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
Competitive salary (100% salary during probation).
Gifts for new comers and on special occasions
Modern facilities in the spacious office
Provide an advanced Health Medical pre- check- up from the 1st week of your probation.
15 Annual leaves
Bonus: 13th- month salary and the performance- based bonus of up to 30% of the total annual package.

University/College graduate
Solid customer service experience at the counter, especially within the life insurance field.
Demonstrates accuracy and attention to detail, with strong organizational skills.
Effective communication skills: written, verbal, and listening.
Ability to contribute positively to a productive work environment: team- oriented, customer- focused, and with a positive attitude.
Ability and willingness to learn and adapt to the company’s working environment.
Willingness to travel for business as needed.
At least 2 years of experience in counter customer service processes within the life insurance industry. Experience in quality assurance (QA) or investigation of counter customer service quality is a strong advantage.

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-10-30 03:50:02