Senior/ Customer Service Officer

- Identify and assess customers’ needs to achieve their satisfaction.
- Handle phone calls and customer service inquiries.
- Handle customer complaints, provide appropriate solutions and alternatives within the standard time limits; follow up to ensure resolution.
- Call to policy holders daily to follow up on various matters related their policies such as premium reminder; well come call program; conservation program, other program.
- Receive information adjustment form and processing.
- Assist clients, financial advisor, partners in filling of policy documents and contact them whenever any error is discovered, or when it needs to be corrected.
- Be responsible for recommending measures, build and review procedures, guidelines, enhance system to improve company’s quality of customer service.
- Support line manager to monitor CS staff’s performance to make sure that they provide an excellent service to customers and agents base on the defined service standard.
- Daily check related reports/data for sure that all transactions at assigned CS center are reconciled at day end without errors after end of day running.
- Brief and guide CS staff about memos, guideline to make sure that staff can understand and implement them appropriately.
- Share the case study and motivate staff spirit.
- Collaborative with other department to get their full co-operation in daily activities.
- Perform other tasks that are delegated by team leaders and up levels.

- Bachelor degree, graduation from Social, Psychological, Law, Insurance majors are preferred.
- Insurance certificates: LOMA 281, 291, ACS 100, 101 or any Customer Service/ Customer Care certificates are advantages
- From 1-3 years of working experience in Life Insurance
- Fluent English
- Strong communication and interpersonal skills
- Analytical skills and problem solving.
- Ability to adapt and do multi-tasks under high pressure.
- Customer – Centric attitude
- Integrity, caring, patience, discipline with a high of responsibility.

- 13th salary + KPI Bonus
- Personal Health & Accident Insurance
- 18 days of paid annual leave

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