Customer Service Assistant Manager

Summary of Responsibilities:
Providing Customer Services excellence and high quality to meet the objectives of the Corporate and company goals
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Overall managing Policy Administration team to provide excellent services to customers and sales forces.
Being subject expert masters for Policy Administration and Billing & Remittance functions.
Principal Responsibilities:
- Monitor service quality and communication with Courier for delivery matters.
- Train and develop Contact Center staffs.
- Provide initially checking data/reports of policy alteration, policy valuation, premium reconciliation, Persistency
- Prepare management reports and statutory reports relating to Contact Center..
- Define requirements for Contact Center system enhancement/development to support the operation more effectively. Cooperate with IT in business requirement finalizing and UAT execution.
- Supervise Contact Center team in daily transactions of Inbound calls, Outbound calls (Welcome Call, Retention call, Conservation call), customer complaint handling, SMS, corporate emails, acknowledgement letter management etc to ensure service standards and compliance.
- Other tasks required or assigned by Customer Service Manager
- Coordinate with CSR at banks to assure service quality as per BIDV MetLife’s standards
- Manage Contact Center team in implementation of relating strategies, policies and processes, execute Contact Center policies, guidelines and workflows to ensure smooth operation of business and maximization of excellent service values to customers and company.
- Perform periodical First Line of Defense (FLOD) case review on Contact Center transactions and propose solutions for service recovery and continuous improvement plan.
- Delegate, coach and support staffs in performing their daily tasks.
- Monitor the functional plans and relating KPI performance that deliver reduced relating unit and overall costs and process improvement on an ongoing basis, fully comply with internal and regulatory regulations.
- Monitor the functional performance in Transactional Net Promoter Score (TNPS) improvement and co-operate with external service provider(s) to implement TNPS for Contact Center touch-point.

Knowledge/Skills/Competencies Required:
- Preferably with LOMA 280 & 290
- Proficient in Vietnamese (oral & writing), advanced English skills
- Has initiative and drive to constantly review and enhance workflows of section to maximize operational effectiveness
- At least 3 year experience in administrative work
- Knowledge in computer software and using computer system (OS Office). Experience in Customer management system and system testing are preferred.
- At least 3 year experience in Customer Service/ Life Insurance
- Good interpersonal and leadership skills with visionary traits
- Meticulous, organized and able to work under tight deadline and pressure
- Customer oriented
- Ability to communicate a vision and lead, guide, motivate team members towards the achievement of goals, business objectives and service standards
- University Degree of Marketing, Economic, Commerce
- Highly committed and self-motivated

Phúc lợi hấp dẫn: lương thưởng cạnh tranh | xét thưởng, nâng lương công bằng | giao lưu văn hóa

Nghỉ phép năm 14 ngày/ năm

Môi trường làm việc: trẻ trung, năng động | đồng đội tận tâm, tận tụy, tận tình

Cập nhật gần nhất lúc: 2021-04-30 23:11:02