General Information

Job Title                       : Customer Service Officer

Division                        : Operations

Department                  : Customer Service Center

Location                        : Ho Chi Minh City

Report to                      : Customer Service Team Leader

No. of subordinates       : nil

1. Job Summary:

To provide an efficient and high-quality service to customer to satisfy customer's needs and expectations within company's procedures/guidelines

To deal with internal & external customers in order to provide a high-quality service and satisfy customer's needs which meet all Customer Service (CS) KPIs.

To give comments/ideas on daily works to direct supervisor for process/procedure updte/improvement

2. Key Roles & Responsibilities

• Respond to  customer’s complaints/queries/requests receiving via all communication channels (both hotline and non-hotline channels), quick identify and have proper solution to meet their requirement(s).
• Providing a polite, professional and accurate response in accordance with agreed service standards.
• Promptly and accurately complete all related administration activities (random check, system testing), in accordance with relevant service standards and to the customer’s satisfaction.
• When customer requirement(s) are more appropriately, CS then dealing with relevant departments and refer them to an appropriate solution for customer.
• Keep up-to-date on new or enhanced products/services in order to maintain a high-quality service with accurate information providing to customer.
• Handle customer’s insurance policy circumstances.
• Participate and contribute to team meetings and quality workshops.
• Other tasks which are assigned by CS Team Head or Team leader

3. Job Requirements

(Please specify minimum qualifications of the person who can work for the position effectively)