Công Ty TNHH Bảo Hiểm Hanwha Life Việt Nam

Quality Assurance Officer / Chuyên Viên Kiểm Soát Chất Lượng Dịch Vụ Khách Hàng

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Ngày cập nhật:14/02/2025 09:36

Chi tiết tuyển dụng

Công ty

Quality Assurance (80%):

Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.
Assure CS frontline being operated and providing services following approved procedures and guidelines.
Early detect/ inspect issues related CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.
Organize training/ refresh training for OP staff.
Create standard work for CS frontline and make sure CS frontline staff following and apply on their daily work.
Co-operate with relevant Departments on improving Customer services.
Involves in customer onsite visit when handling Investigation cases, ETC.

Back-up force for CS frontline & involves in customer visits (10%)

Others (10%)

Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, ETC.)
Positive recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.
Perform other tasks as assigned from time to time.

Knowledge & Experience:

Good customer services experience, esp. at frontline
Demonstrate accuracy and thoroughness. Work in an organized manner.
Effective communication skills: writing, speaking and listening.
Ability and willingness to learn and adapt to the company working environment.
Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.
At least 2 years experienced in CS process related to frontline. Experience in QA/ Investigation is an advantage.

Qualification:

Skills:

Working Relationships:

Maintain a clear reporting line with line manager.
Work closely with the Customer Services team/ other departments and Salesforce for daily tasks.

Position Challenges:

Ensure that all transactions at CS counter nationwide are handled promptly and effectively following procedures and guidelines.
Need to face and work with salesforce / GAD.
Travelling (Business trip).

Competitive salary (100% salary during probation).
Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
Gifts for new comers and on special occasions
Modern facilities in the spacious office
15 Annual leaves