Customer Services Officer (Team Leader Role)/ Chuyên Viên Dịch Vụ Khách Hàng (vai Trò Trưởng Nhóm)

Customer Services:

• Warmly welcome customers in person or via telephone.

• Provide high-quality customer service by addressing inquiries professionally.

• Handle operations services (insurance proposals, premium collection, policy services, etc.) efficiently and within agreed service standards.

• Collaborate with the Head Office Operations Team to ensure smooth and effective service delivery.

Team Management:

• Lead and supervise CS/SS staff at the sales office and assigned GA branches, ensuring effective performance and adherence to company guidelines.

• Support team members with daily tasks and provide necessary training to maintain high service standards.

• Ensure compliance with company policies and oversee service quality at all levels.

Agency Admin Support:

• Assist in managing documents related to agents (FC/UM/DM applications, etc.).

• Handle promotional gifts distribution, storage, and reporting as per company procedures.

Premium Control:

• Manage distribution and reporting of Premium Receipt Books to agents, coordinating audits with the Premium Control and Sales teams.

• Handle petty cash, expense claims, and reporting to the Finance Department.

Office Administration:

• Oversee office supplies, assets, and facilities management.

• Answer calls and perform general reception tasks.

• Maintain office cleanliness, handle first-aid supplies, and report damages.

Other Tasks:

• Collaborate with the sales team to ensure efficient CS operations.

• Suggest process improvements to enhance service quality and reduce paperwork.

• Ensure timely distribution of all correspondence.

• Graduated University/ College.

• At least 4 years of solid experience in customer service (CS) or managing CS processes at the frontline, specifically within the life insurance or financial industry.

• Experience in managing, supervising, or leading a customer service team, with a strong track record of team performance and service quality.

• Exceptional customer service expertise, particularly in handling frontline interactions, ensuring high levels of client satisfaction.

• Demonstrated accuracy, thoroughness, and the ability to maintain an organized workflow.

• Excellent verbal and written communication.

• Adaptable and eager to learn in a dynamic environment.

• Positive, team-oriented, and customer-focused mindset.

• Proficient in MS Office; English is a plus.