Contact Centre Advisor - HK Agency Webchat Contact Centre Advisor - HK Agency Webchat …

AIA Bhd
in Cyberjaya, Selangor, Malaysia
Permanent, Full time
Be the first to apply
Competitive
AIA Bhd
in Cyberjaya, Selangor, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Contact Centre Advisor - HK Agency Webchat
Job Summary:

Handles agency enquiries and complaints regarding all activities in insurance operation process through Webchat and Email.

Key Responsibilities
  • To be the first point of contact for members, end users, clients, service providers and colleagues. Ensure customers' enquiries and requests are handled as per the stipulated performance standards and benchmarks.
  • Demonstrate a "can do" and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.
  • Demonstrate an understanding of all members' operations and ability to apply in live case management. Ensure all customer interactions are captured and logged in CRM system accurately.
  • Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures.
  • Take ownership and manage cases with a view to moving them forward in the best interests of the member and client
  • Ensure all email/swebchats are answered promptly, appropriately and courteously & within SLA
  • Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
  • To complete all calls assigned, handle other assignments and/or ad hoc projects as and when required. To manage an allocated load of cases within the working hours and ensure that it is communicated appropriately and efficiently
  • Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
  • Carry out any other reasonable duties as requested by the manager.
  • Provide cross support team to other functions whenever necessary.


Job Requirements:
  • Candidates must possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in any fields with minimum 3 years working experience in a call centres.
  • Basic insurance knowledge would be definitely an advantage.
  • Customer-orientated with good interpersonal and communication skills.
  • Strong and proven problem solving skills.
  • Service-oriented and positive mindset
  • Proficient in both spoken and written English and Chinese including Mandarin and Cantones


Job Segment: Call Center, CRM, Customer Service, Technology
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