Job Purpose

This role has responsible to serve as primary contact person in handling incoming service from end customer, agents, business partners, etc. Otherwise, this role is being the assistant to senior team members in contact center representatives both of inbound and outbound team to perform their roles on more complex issues with efficiency in order to meet with customer expectation & department KPI

Key Responsibilities

• Serve as primary contact person in handling inbound & outbound services for all enquiries, service requests and complaint handling from end customer, agents, business partners, etc. both of voice and non-voice services in daily to urgent and complex issues.
• Handle and resolves complicated complaint, discrepancies and clarifications needed with a level of service that exceeds customers’ expectations
• Work with other departments and business partners for any service requirements required
• Provide feedback / suggestion to Senior team members for any service need to be improved.
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Support the project implementation and perform any extra job assigned.
• Provide the case handling consultation to junior staff for the superior service with accuracy to the customer
• Being a mentor for staff and new joiners

Qualifications

• Bachelor or higher degree in business computer, marketing, organizational psychology or human resource management
• IC License is a plus
• At least 3-5 years experiences in customer service or customer experience related fields.

• Broad knowledge and experience in life insurance is required