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Job Benefit

  • Laptop
  • Insurance
  • Travel opportunities
  • Allowances
  • Employee Shuttle Service
  • International Travel Opportunity
  • Uniform
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Business Expense
  • Annual Leave
  • Sport Club

Job Description

Job Purpose

  • Deliver the best life and health insurance customer service experience in Vietnam, measured in NPS, service quality and operational efficiency

Key Responsibilities

  • Develop and implement a strategy for customer service with the overall objective of improving customer satisfaction, operational efficiency and quality of service, encompassing investment / improvements in people, processes and technology.
  • Responsible for implementing the customer care program according to the designed program.
  • Customer engagement strategy – implement customer engagement strategy designed and developed in collaboration with Customer Experience and Marketing.
  • Dunning process – execute dunning communication program designed and developed together with Customer Experience, cooperation and coordinate with sales where necessary.
  • Direct sales – design, develop and implement direct / assisted / digital sales business.
  • Own the end-to-end customer service experience, collaboration with other domains (e.g. sales) and other Operations teams where necessary (e.g. missing information collection, premium collection, dunning call, etc.)
  • Line manager of customer service staff, act as the mentor / trainer to provide coaching and support to customer service staff to further develop their competence and up-lift their technical knowledge, lead, motivate and develop a team of insurance professionals.

Job Requirement

Qualification and Experience

  • Qualification: University degree (Bachelor/Master) in economics, marketing, finance or equivalent
  • Experience: At least 8 years relevant working experience (in customer service in life insurance)

Competencies

a. Behavioral

  • Cooperative attitude: Promote team spirit and solidarity and actively seeks cooperation, both inside and extending beyond the team itself.
  • Customer orientation: Anticipates customers’ wishes, goes the extra miles and is regarded as a constructive business partner.
  • Result orientation: Make use of every opportunity to surpass the anticipated results and also encourages others accordingly.
  • Learning capabilities: Seeks and creates learning possibilities for himself/herself to develop and to learn from and with others. Helps and motivates others to learn.
  • Strategic thinking: Charts course within own professional area and provide ideas for the direction and development of the organization.
  • Planning and organization: Plans, coordinates and direct various kinds of activities, both for himself/herself and for others. Works out systems or procedures that make it easier to achieve the goals.
  • Change orientation: Encourages the necessary changes in own or adjoining professional areas and helps with their implementation.
  • Entrepreneurship: Develops or encourages the development of new products/services on the basis of a good insight into market development and the company’s strengths and weakness
  • Leadership: Coaches and motivates staff and invoices them in the performance of the activities.

b. Functional / Technical

  • Business process management: Inter-process automation and control maturity level – re-alignment of processes with business strategy, craft process automation and control across the domains, customers and (distribution) partners
  • Contact center and CRM technology: Extensively experience with deploying and managing / maintaining various front-end applications (e.g. Avaya, Cisco, Salesforce, etc) and CRM platforms (Oracle, Microsoft, SAP, Salesforce, etc)
  • Computer skills: PC literate in Microsoft Office (Word, Excel, PowerPoint)

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