Customer Support Analyst

Job Title

Monitor and receive calls from clients and welcome walk-in clients

Reply clients' inquiries about policy and admin procedures related to policy.

Guide clients to fulfill admin procedures according to clients' requests.

Introduce Manulife Vietnam mobile app for customers and advise online request submissions.

Contact clients to welcome new issued policies or ask more information regarding policies or notify to clients on products/programs of the companies.

Handle policy conservation.

Receive complaints from clients and coordinate with the staff in-charge of handling complaints to solve for clients.

Handle outbound calls to clients

Welcome calls/fail call/callback.

Inform client of claim result/Policy mature/Policy premium suspense.

Random check call to client before issuing policy.

Monitor & conduct agency support

Guide agent admin procedures.

Do other agency admin tasks.

Control daily office's activities

Overseeing and coordinating personnel for office activities.

Training & mentoring employees towards achieving professional service goal, aiming for the highest customer satisfaction, providing advice to clients and collaborating with partners.

Setting goals, evaluating employee performance, implementing motivational activities to boost employee morale and engagement.

Other tasks

Support daily team tasks when necessary.

Perform tasks when assigned by direct management.

Ensure to complete daily work exactly and timely.

Ensure client's information is kept confidential at respective locations.

Ensure company policies/regulatory/requirements are followed at respective location.

Back up for Colleagues.