Position Objective:

• Support to Initiate policy servicing process flow
• Assist Implment Standard Operation Procedure of policy servicing
• Monitor and Handle daily servicing cases
• Continuous improvement mindset on servicing process
• Lead backend system testing
• Creative and Interactive

Roles and Responsibilities:

The incumbent is responsible to work closely with the end users and salesforce across all functional divisions/department to ensure the daily operations of all customer care related functions which includes among others after sales service. He/she has to lead policy servicing team to manage daily service request withn the agreed turn- around time.

He/she is to support Assistant Manager , Customer Servicing  to tackle, servicing request and  complaints in timely manner and report to enhance best class service to member.

Primary Responsibilities include among others:

• Initiate, update and implement Standard Operation Procedure of policy servicing process
• Handle daily (online/offline) policy servicing requests with predefined Turnaround Time
• Arrange meetings with other departments, collect operational information and record/distribute related minutes.
• Ready to provide service training to across all functional divisions/department if necessary
• Create servicing report of daily performance .
• Participate and assist to ensure team achieve KPI targets and team performance
• Provide necessary monthly servicing reports and other adhoc requests report.
• Follow up on the issues with cross functional team for servicing request and complaint handling.
• Escalate necessary complaints to business owners for action required
• Share information timely with the member care team
• Take part in system testing for better service flow and deliver best experience to customers
• Follow up service failures for fast recovery and closure of issues
• Assist on continuous improvement of Member Care Service Team by contributing for evolution of basic activites and identifying the different areas of improvement
• Assist with customer data extraction by doing clear cut data analysis
• To identify development and training needs of the talents if required.

• Education – Hospitality and Tourisms, Business Management, computer science,
• Experience – minimum 2 years of experience in customer service field
• Certifications/licenses – Preferred with customer service champion
• Special skills – Strong experience in customer care service field, IT field for system testing, advance in Microsoft excel, strong experience in complaint handlings, motivate to take up new challenges and improve process, capabilities for analysis and synthesis