• Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates as directed.
• Develops an understanding of multiple applications and platforms. Communicates basic technical solutions to customers using effective communication, listening and comprehension skills. Diffuses upset customers.
• Fully documents customer interactions in real-time. Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments. Identifies and escalates complex problems under direct supervision.
• Works on a limited variety of problems of limited scope using defined procedures and practices.
• Collaborates with fellow technicians and supervisor to solve problems.
• Familiarizes self with new technologies, products and platforms. Bachelor's degree or Associate Degree (Technical Degree). Technical Certifications preferred. 1-3 years demonstrated working experience required.
• Basic computer literacy with a working knowledge of the Microsoft Office Package.
• Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers. Demonstrates strong customer service and communication skills.
Ability to speak Mandarin would be an added advantage.
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