Job Description
Key Accountabilities (1)
1. Receive and process customer requests
- Design and optimize the multi-channel request receiving process (call center, email, direct, digital application), ensuring consistency and efficiency.
- Directly handle complex, sensitive requests related to insurance benefits, payments, fees, renewals, information changes... with high accuracy and professional attitude.
- Guide customers to carry out administrative procedures, ensure compliance with internal procedures and SLA time.
- Proactively coordinate with inter-departments (Appraisal, Compensation, Legal, IT...) to handle arising situations, especially cases that risk affecting brand reputation.
- Monitor processing progress, analyze customer feedback data and propose process improvements to enhance the experience.