To deliver the best customer service experience, service quality and operational efficiency to customers via inbound/outbound calls, complaint handling, implementing customer care program, coaching call center staff.
- Handle and resolve customer complaints through inbound and outbound channels in accordance with approved processes, service standards, and regulatory requirements.
- Participate in Contact Center and Customer Care projects, including process improvement, service enhancement, and operational optimization initiatives.
- Design, implement, and continuously improve customer service processes, guidelines, and call scripts for inbound and outbound interactions.
- Execute customer engagement strategies developed in collaboration with CX & Marketing to enhance customer satisfaction and loyalty.
- Implement customer care programs, including but not limited to coordinating with Sales teams and external service providers, ensuring customer care activities for key customer events are delivered accurately, timely, and in line with approved service standards.
- Support the CS Manager in training, coaching, and guiding call center staff on complaint handling skills, service quality, and customer communication standards.
- Monitor complaint trends, identify root causes, and propose improvement actions to reduce recurring issues and improve customer experience.
- Perform other tasks as assigned by the line manager.
1. Qualification: Good communication skill, fluent, clear voice. Customer persuasion skill. Ability to work under pressure. Good knowledge of life insurance is preferred.
2. Experience: At least 3 years relevant working experience (in customer service, call center, complaint handling, supervision).
3. Certification: University degree in economics, finance or equivalent. Basic English. LOMA certificate is preferred.
