Report to: Customer Services Senior Officer

Job Description

Handle Customer services and other professional tasks at counter and support local sale forces

• Customer services:
  • Warmly receiving/welcoming customers either in direct contact or via telephone.
  • Providing high quality services to customers by receiving and responding their inquiries skillfully and professionally.
  • Providing operations services (receiving insurance proposals, collecting premiums, data registration, carrying out policy services…) promptly, effectively and within agreed services standard.
  • Cooperating with Operations Team in Head Office to implement all operations processes efficiently and effectively to provide end policy services to external customers as guided in Operations Manual and other documents updated from time to time.
• Sales support:
  • Support the agency administration in preparing all documents related to agents such as handling FC/UM/DM working applications, distributing documents as AA’s request.
  • Manage the ordering, storage, distribution, selling and reporting of promotional gifts in compliance with the Promotional Gift Procedures.
  • Issue and manage Premium Receipt to agency
  • Controlling petty cash, prepare expenses claims, submit invoices and provide appropriate reports to Finance Department in accordance with the Finance Manual and company procedures.
  • Work closely with local sales force in region (sale leaders / FC/GAD) and help them perform toward company procedure and guideline
  • Assure smooth work at CS counters & deliver best service to clients/FCs
• Office administration:
  • Manage office supplies, office facilities as well as fixed assets and office inventory.
  • Receiving and transferring all calls to relevant person. Promptly taking message if the receiver is not available.
  • Perform general administrative tasks, reception work, take care of first–aid box at branch
  • Ensure company’s properties, sideboards & office sanitary are in good order; to be in charge of informing to Sales and GA if any damage of company belongings arise.
  • Ensure all correspondence to be distributed/sent correctly & in a timely manner
  • Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.)
  • Perform other tasks as assigned from time to time

Management CS/SS in assigned team

• Supervise CS/SS staffs of sales office and GA offices and supporting them in daily work following company procedure and guideline.
• Manage CS/SS staffs to effectively serve customer and support sale at assigned Branches GA.
• Take the main responsibility in making sure and continuously enhancing quality of CS services assigned Branches and GA in (organize training course by Zoom or workshop if required).
• Timely update / head up to line manager and HO when needed.

Support CS Team leader in SO/ CS Hubs

• Support and back up CS team lead/ CS Hubs when absent to manage SO and new GA in region (if any)

Requirements

Knowledge & Experience

• Good clerical work experience.
• Good customer services experience, esp. at frontline
• Demonstrate accuracy and thoroughness. Work in an organized manner.
• Proficient in MS Office.
• English: fluent in communicating.
• Effective communication skills: writing, speaking and listening.
• Ability and willingness to learn and adapt to the company working environment.
• Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.

Qualification

• Graduated University/ College.

Skills 

• Maintain a clear reporting line with line manager.
• Work closely with the Customer Services team and a wide range of other departments 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.

Benefits

• Competitive salary 
• Bonus: 13th-month salary 
• Full social insurance, personal accidental
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office 
• 12 Annual leaves