Counter Customer Service Quality Management/ Chuyên viên Quản Lý Chất Lượng Dịch Vụ Khách Hàng tại Quầy

Job Description

Report to: Quality Assurance Manager

Key Accountabilities

Quality Assurance for Counter Services (80%)

• Develop and implement the First Line of Defense (FLOD) procedures for the CS counter team.
• Ensure that CS counter services are operated and delivered in compliance with approved procedures and guidelines.
• Detect and inspect issues related to CS operations early on, propose suitable action plans to correct and address issues, implement service recovery, and prevent future recurrence.
• Conduct initial and refresher training for CS counter staff.
• Create standard operating procedures for the CS counter team and ensure compliance in their daily work.
• Collaborate with relevant departments to enhance customer care services.
• Participate in on-site visits with customers when handling complaints, customer care, and investigation cases.

Support for CS Counter Force & Customer Visits (10%)

• Act as a backup resource for the CS counter team as needed.

Other Responsibilities (10%)

• Work closely with the sales force.
• Contribute to maintaining a professional office environment by ensuring adherence to company policies (labor regulations, office rules, dress code, etc.).
• Recommend workflow adjustments to improve service quality, reduce paperwork, and decrease turnaround time.
• Perform other tasks as assigned from time to time.

Benefit

• Competitive salary (100% salary during probation).
• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office
• 15 Annual leaves

Job Requirement

• University/College graduate
• At least 2 years of experience in counter customer service processes within the life insurance industry. Experience in quality assurance (QA) or investigation of counter customer service quality is a strong advantage.
• Willingness to travel for business as needed.
• Solid customer service experience at the counter, especially within the life insurance field.
• Demonstrates accuracy and attention to detail, with strong organizational skills.
• Effective communication skills: written, verbal, and listening.
• Ability and willingness to learn and adapt to the company’s working environment.
• Ability to contribute positively to a productive work environment: team-oriented, customer-focused, and with a positive attitude.