Report to: Agency Training Director - South

Key Accountabilities

• Ensure provision of high-quality services to all internal and external clients making enquiries and complaints by telephone (including inbound and pro-active calls).
• Respond to all clients’ questions and requests accurately, quickly and in a professional manner.
• Keep courteous, helpful and smile voice as communicating with all clients.
• Cooperate up with related departments to ensure all customer enquiries/requests to be solved completely and satisfactorily.
• Cooperate with relevant Departments on improving customer care services and solving complaints.
• Work closely with the customer services and other operations areas in a team-based environment.
• Contribute to maintaining professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.)
• Handle Outbound campaign as assigned (Welcome call, premium reminding, survey, lapsed, invest call…)
• Support Clients via Messenger, Facebook, Email, Support FC via channel for MDRT/Hanwha Lead…).
• Support periodic report (daily, weekly, monthly, …)
• Support enhance system.
• Hande others task as assigned.

Job Requirements

• Good clerical work experience.
• Good customer services experience
• A minimum of one year experience in Call Center of Financial Company/Institution.
• Demonstrate accuracy and thoroughness. Work in an organized manner.
• Effective communication skills: writing, speaking and listening.
• Working independently & with high pressure.
• Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.

Qualification

• Maintain a clear reporting line with line manager.
• Work closely with the Customer Services and Operations team and a wide range of Head Office staff for daily processing.
• Support all internal/ external customers in daily services. 

Position Challenges

• Ensure that all transactions are handled promptly and effectively.
• Ensure provision of customer focused services within agreed timeframes and standards while maintaining company standards/policies.

Knowledge

• Graduated University/ Colleges
• English at least level B
• Microsoft office

Skills

• Communication
• Compliant handling  
• Time management

Benefits

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