Customer Services Associate ( Hà Nội )

Would you like to grow with one of the best leading insurance company in the world?
Would you like to develop yourself in a dynamic and open environment?
If YES, Prudential Assurance Vietnam is looking for you!

Prudential At a Glance
Being one of the leading life insurers, Prudential Vietnam is privileged to provide insurance services to millions of Vietnamese people. Prudential Vietnam has one of the largest market shares in the life insurance market with a wide range of products.

We are proud of being an Employer of Choice thanks to our great values and benefits given to our employees. Our reputation and success are built upon the talent and commitment of our people. We set the promise to our employees that we care and share in the open environment with the culture, vision and mission throughout four values: Pioneering, Thriving, Fulfilling

This role is to deliver all company level/strategic and CS KPIs, including customer satisfaction and best in class GA support services in the assigned province/city

Job Responsibilities
• Assist GAD in performing administrative tasks, monitoring GA activities to ensure daily operations at GA.
• Assist GA in conducting daily business activities, measuring business efficiency, and providing business solutions.
• Responsible for the quality and competency of the operations activities at GA to meet all PVA’s measurement standards.
• Ensure insurance transactions of GA comply with PVA’s regulations, laws.
• Monitor the implementation of Customer Retention Strategy through GA channel in the province / city under management.
• Regularly visiting GA offices to provide timely support in terms of customer service including frequent training and guidance for GA staffs to ensure delivery of excellent services under PVA standards.
• Responsible for the activities of customers retention in provinces / cities to achieve business goals, including: premium collection, conservation, policy maturity, and management of orphaned customers.
• Detect customer service issues, determine the cause of the problems and select the best solution to solve problem. Work with the Customer Service/ relevant departments to ensure successful deployment of the solutions.
• Coordinate with GAD, other departments and local authorities to assist in handling complaints, incidents / conflicts ... occurring at GA.
• Supporting communication activities with customers in the provinces / cities under management.
• Perform other tasks as assigned by managers.

Job Accountability
This role is to provide training, support and monitor customer services activities at General Agency Office in the province/city. The position holder must ensure the successful implementation of Customer Retention Strategy at GA under his/her management to achieve company's strategic growth targets up to 2021.

Qualifications
• College or BA degree, majors: Economics, Banking or Foreign Trade or Service industry

Knowledge and skill
• Life insurance product knowledge
• Operational process, SOPs and systems
• Business and Financial acumen
• Coaching skill
• Complaint Handling

Competencies
Leadership Capability Model – Foundational level

- 13th month salary & Competitive Bonus & 20 days of annual leave
- Financial Support, Health care and Well-being programs for all staff and their family
- Extensive training program

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