Senior Executive, Customer Service Improvement Unit

Task & Responsibilities:

• Take ownership and ensure the successful resolution of customer enquiry, request, feedback, appeal and complaint.
• Coordinate service recovery efforts with process owners to ensure timely resolution and customer satisfaction.
• Ensure timely reporting, resolution of customer issues within agreed service standards.
• Continuously review, identify and implement ideas for improvement to achieve customer satisfaction.
• Handle escalations when required and conduct service recovery calls to customers.
• Handle initial suspected fraud investigation and forward to Compliance department
• Conduct internal quality audit when required
• Attend and seek solution for customer(internal & external) and intermediaries who contact including Customer Service Hotline/ Fax/Email/ Front Desk/ Survey Calls and etc.

Job Requirements:

• Excellent written and communication skills in English to liaise with customers/agents.
• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma or Professional Degree in any field.
• 1 to 3 years of working experience in customer service in financial industry , preferably from life insurance industry.
• Good customer handling skills and complaint/difficult customer handling experience.
• Pleasant personality, proactive, good stress tolerance and ability to multi-task.

Please be informed only shortlisted candidates will be notified.