Quality Assurance Officer / Chuyên viên Kiểm soát Chất lượng Dịch vụ Khách hàng

Key Accountabilities
Quality Assurance (80%):

Conduct training/ refresh training for CS staff.
Co- operate with relevant Departments on improving Customer care services.
Involves in customer onsite visit when handling the customer‘s complaints, customer‘s care and Investigation cases etc.
Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.
Create standard works for CS frontline and make sure CS frontline staff following and apply on their daily work.
Assure CS frontline being operated and providing services following approved procedures and guidelines.
Early detect/ inspect issues related CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.

Back- up force for CS frontline & involves in customer visits (10%): Plays the roles of back- up force for CS frontline when needed
Others (10%)

Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.)
Positively recommend changes in workflow to increase service quality, decrease paperwork & turn- around time.
Work closely with the sales force.
Perform other tasks as assigned from time to time

BENEFIT

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

Ability and willingness to learn and adapt to the company working environment.
Experience in QA/ Investigation is an advantage Requires ability to travel for business Good customer services experience, esp. at frontline
Demonstrate accuracy and thoroughness. Work in an organized manner.
Effective communication skills: writing, speaking and listening.
Ability to contribute to a productive work environment: positive, team- oriented, customer- oriented.
Graduated University/ College
At least 4 years experienced in CS process related to frontline in the life insurance industry

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Cập nhật gần nhất lúc: 2024-08-23 19:50:02