The job holder is responsible to
receive and process customer requests via Walk in, email and ticketing system,,
enquiries and complaints relating to Company’s products and services. Ensure
delivery of high-quality service to customer in issuance of documents like
policies, endorsements, certificates to the customers/brokers etc. in
compliance with set policies and procedures.
Policies, Processes & Procedures:
Adheres to requirements of operational procedures and
instructions to team, so that work is carried out in a controlled manner.
Day- to-day operations:
Performs the day-to-day operations of
Customer Services team at front desk of branches, under the supervision of the
Supervisor – Consumer Lines, to ensure that work processes are implemented as
designed and comply with established standards and procedures. Coordinate with
other branches / front desk for day to day activities.
Customer Services Operations:
Receives, evaluates submissions on new and renewal business
within authority
Ensures consistent, accurate and high-quality customer service
for all types of transactions for the following services:
- Quotation
- New business
- Renewal
- Endorsements
- Customer complaint
Delivers the service according to predefined SLAs
Monitors inflow and outflow of business requests and ensure they
are handled according to the Company's quality standards.
Key-in information and complete the new business transactions.
Adjusts information and complete the endorsement transactions.
Completes the transaction referred from Branch’s front desk.
Response Rates:
Responds to customer requirements
in the appropriate timescales, in order to meet customer expectations.
Customer Complaints:
Receives customer complaints and resolve them
timely to the satisfaction of the customer or provide a reasonable and
acceptable explanation based on company policy.Escalate matters to the Supervisor if necessary.
Reports:
Provides Management with appropriate reports regarding the unit
and compliance with operational policy and procedures.
Prepares a
monthly report to track and follow up the number of customer tickets which are
pending to ensure closure of customer tickets issued monthly.
Experience: Requires 2-4 years of experience in Medical
Insurance