Report to: Head of Customer Services

Key Accountabilities:

1. General Management (Call-Care-Complaint): 50%

• Responsible for the efficient and professional daily operations of the Customer Care team, ensuring both staff performance and effective operational systems.
• Develop short-term and long-term plans for the Customer Care team to meet company goals.
• Plan for resource allocation, staff training, and continuous improvement of operational procedures.
• Coordinate with other departments to optimize cooperation.
• Ensure efficient administrative procedures in the department, including accurate and timely reporting.
• Enhance staff performance through performance monitoring, issue resolution, system recommendations, and quality assurance measures.
• Monitor to ensure that all team members actively engage in Quality Service Management and Assessments.
• Review, evaluate, and improve service standards to exceed customer expectations.
• Participate in company projects.
• Set annual plans and budgets for team activities.

2. Complaint Handling: 15%

• Ensure that complaints are processed within the target turnaround time (TAT).
• Take a lead role in handling major complaints.
• Review all customer complaints to ensure they are resolved accurately, appropriately, and in accordance with company processes and regulations.

3. Customer Care Program: 15%

• Oversee daily activities of the Customer Care program.
• Analyze customer trends and provide recommendations to senior management to enhance service quality.
• Analyze the root cause of customer’s complaint and make recommendations to senior management to reduce customer’s complaint.

4. Call Center: 15%

• Oversee daily activities of the Call Center.
• Ensure the quality of calls, especially Welcome call.
• Analyze the root cause of incoming calls and make recommendations to senior
• management to proactively serve customers in other ways, thereby reducing incoming calls.

5. Other assignment: 5%

• Perform other tasks assigned relating to CC/CS team by CSH and C.Level from time to

time.

Requirements:

• University degree
• Minimum 7 years of experience managing Customer Service (Call Center, Complaint Handling, Customer Care) in the insurance industry.
• Demonstrated accuracy, thoroughness, and strong organizational skills
• Ability to foster a productive work environment with a positive, team-oriented, and customer-focused approach
• Key skills: Expertise in Customer Service, Problem Solving, Presentation, Negotiation, Time Management, Project Management, and Leadership
• Strong communication skills: proficient in writing, speaking, and active listening.
• Fluent in English

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)
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office
• 16 Annual leaves