Senior Officer, Customer Services Reporting (Techcom Life)

'As the direct point of contact for customers throughout the life of their insurance policy, mid-level customer service specialists are responsible for maintaining satisfaction, handling complex claims and suggesting service improvements. With hands-on experience, they play a key role in improving the quality of the customer experience and retaining customers.

Receive and process customer requests

• Manage the process of receiving requests related to insurance contracts via multiple channels: call center, email, direct, digital application.
• Respond accurately and professionally to questions about benefits, payments, insurance premiums, renewals, information changes, etc.
• Guide customers to carry out administrative procedures, ensure compliance with the process and commitment time.
• Coordinate closely with departments (Appraisal, Compensation, Legal, etc.) to handle arising situations.
• Monitor processing progress, update status for customers, propose improvements to enhance experience.

Operate and develop business support systems

• Participate in building business processes, product policies and propose improvements to the department's operating system, ensuring efficiency and compliance.
• Prepare reports, coordinate the implementation of process automation projects, improve productivity and customer experience.
• Research, propose and deploy new products in line with market demand and business orientation.
• Analyze competitors' activities to update trends, thereby proposing initiatives to improve services and support systems.

Business support and internal training

• Support the sales team in consulting and handling customer requests after sales.
• Participate in training agents and collaborators on customer care skills and business processes.
• Update policies, new products and communicate to customers in a clear and easy-to-understand manner.

Senior Manager, Customer Service

Related divisions in company

Insurance Agents / Financial Consultants, External Service Providers, Government Regulators, Industry Associations / Consumer Protection Organizations

Degree/Professional:

• University degree or higher majoring in economics, finance and banking;
• Priority is given to having international qualifications and professional certificates in finance, insurance, customer services
• Professional experience: Preferably have worked for at least 05 years in related fields such as investment, insurance, structural products in banks, financial institutions or enterprises;
• Business English standard proficiency as required for the role.