Executive, Customer Service

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To manage and handle all enquiries and service requests received via CS Call service channel. Ensure that enquiries and requests are handled within the target service KPI and to deliver positive service experience to customers consistently.

Job Scope / Position Summary

To manage and handle all enquiries and service requests received via CS Call service channel. Ensure that enquiries and requests are handled within the target service KPI and to deliver positive service experience to customers consistently.

Main Responsibility :

• Handling of calls via the call channel within the target service KPI. Ensure all enquiries and service requests are handled completely, providing first contact resolution or to follow up and resolve within the agreed TAT with customer. For cases that re-quires more time to resolve, ensure customers are kept informed on the status until it is resolved.
• To track & report all incoming calls following the standard tracking procedure daily and on monthly basis.
• All calls must be handled in a professional manner and adhere to the quality guide in responding to emails & chats.
• Highlight & escalate to team leader any abnormal issues / incidents that may impact with customers or stakeholders.
• To adhere and deliver the service KPIs as per the monthly scorecard performance management and strict compliance of SOPs, company and regulatory guidelines / policies & standard requirements.
• Back up team members in other service channels when there is shortage of manpower within customer service department.

Compliance (this is compulsory section)

Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as relevant Company, Regional and Generali policies and procedures.

Information Security (IS) :

Responsible for defining requirements as regards to information availability, confidentiality, and integrity. managers must ensure that all staff members (including temporary staff) and providers comply with the relevant security standards.

Data Privacy :

Ensure compliance with Data Privacy laws and regulations, policies, standards, process and procedures implemented by the Company at all times.

Qualifications and Experience Requirement

Education :

MINIMUM QUALIFICATIONS

Experience :

Skills :

SKILLS (i.e. language, IT software, etc.)

PERSONAL QUALITIES

OTHER REQUIREMENTS

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