Description: · Focus on excellent customer service in each aspect of the transfer process; · Manage the transfer by coordinating the required services according to the agreed process and Shell policy; · Work in partnership together with our client counterpart (TA) in every stage of the transfer process;
* Pro-actively inform Assignee/TA on process, timelines, responsibilities and keep them updated on progress at all times; · Promptly and properly answer calls/e-mails from Assignee/TA and source information from the relevant stakeholders when needed, whilst keeping Assignee/TA informed on your actions and timings; · Identify exceptional situations and support exception requests by obtaining and providing information required by the TA; · Identify non-conformities in the process and undertake the necessary actions to resolve these. Discuss with the immediate manager how to mitigate in future and ensure appropriate registration in NCR system including follow up actions taken to support continual improvement of the procedures; · Resolve an escalation (low/medium risk) swiftly and satisfactory based on the advice/outcome of the escalation review. In case of high risk escalations, proactively & appropriately inform your immediate manager for immediate action, provide the necessary background information and source additional information upon request;
* Coordinate the communication and tasks of all relevant internal parties in the transfer process to deliver their service correctly and timely. Actively seek updates from parties involved and ensure to be aware of progress and latest status at all times; · Keep complete and accurate files at all time and complete all tasks accurately, including on time billing; · Prepare first time right documentation and communication required as per process and applying data privacy principles; · Manage the suppliers involved according to agreed policy and procedures (both Team offices & partner network) and report feedback on cooperation on a regular basis to the immediate manager; · Project member: participation and ownership in assigned project groups
Career Channel is an independent executive search firm that collaborates with a few selected leading and emerging companies in Malaysia. We offer you an exclusive range of recruitment services to recruit executives and professionals within your organisation. We understand your needs for inspired, motivated and passionate employees. For that we strive to fulfil your dreams with our absolute integrity and superior service levels. With our extensive experience, we are your answer for exceptional talent and competencies to adapt and thrive across multiple industries. Career Channel is your choice.
Career Channel is a member of InterSearch, a worldwide organization of executive search firms. InterSearch is one of the largest executive search and recruitment practices globally, with the main focus on attracting and promoting cross-border Executive Search assignments and is now ranked among the biggest independent networks per revenues and number of offices in over 50 countries.
As the member of InterSearch we are able to operate nationally and internationally. This has been of great assistance to our clients seeking to expand globally or who are seeking executives from overseas and also multinational corporations setting up here.
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HR Vendors of the Year 2016 - Best Recruitment Firm â" Senior Management roles â" Bronze
Human Resources ASIA Recruitment Awards 2017 - Recruitment Agency of the Year- Bronze.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases