Customer Service Representative

Job Purpose:

The incumbent is responsible to provide an efficient and a high-quality telephone service by reaching out to customers (agents and policyholders) to enroll for the recurring payment. To assist both on inbound call enquiries.

To achieve the following deliverables as a team:

· Financial – Ensure the team successfully completes given task and helps to generate as much revenue via premium collection

· Customer – Reach out to customers are per set timeline by meeting customer standards and expectations

· Operational Performance – To satisfy our customers and shareholders, to excel in business process

· People – To achieve our goals and contribute to organization learning and innovation process.

The essential duties and responsibilities for the incumbent are as per below

· Deliver world class customer service via telephone

· Provide a polite, professional, and accurate response to queries by customers

· Encourage customer to enroll for recurring payment ensure premiums continue to be paid in future

· Manage customer's expectations and follows up diligently to ensure PH makes premium payment by given timeline and enroll for the recurring payment

· Keep up-to-date on new or enhanced products / services in order to maintain a high level of quality service to customers

· Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate

· Undertake any other works and duties allocated by management as and when required

· At least Diploma or Degree in any field from a recognized college or university

· Preferably 1 year of working experience in a call center (customer service/ inbound) role in the servicing/insurance industry.

· Good command of spoken and written English. Ability to speak and write Mandarin is an added advantage.

· Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.

· Enthusiastic, self-motivated and able to succeed in a fast pace customer focus environment.

• · Pleasant, patience and self-discipline.