Senior Customer Service Officer

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.

Requirements

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