Senior Customer Services Officer (Team Supervisor)

Report to: Customer Services Assistant Manager

* Job Description:
1. Customer care services:
- Warmly receiving/welcoming customers either in direct contact or via telephone.
- Providing high quality services to customers by receiving and responding their inquiries skillfully and professionally.
- Providing operations services (receiving insurance proposals, collecting premiums, data registration, carrying out policy services…) promptly, effectively and within agreed services standard.
- Cooperating with Operations Team in Head Office to implement all operations processes efficiently and effectively to provide end policy services to external customers as guided in Operations Manual and other documents updated from time to time.

2. Agency admin support:
- Support the agency administration in preparing all documents related to agents such as handling FC/UM/DM working applications, distributing documents as AA’s request.
- Manage the ordering, storage, distribution, selling and reporting of promotional gifts in compliance with the Promotional Gift Procedures.

3. Premium Control:
- Managing and maintaining accurate reports of the distribution of Premium Receipt Books to agents.
- Coordinate with Premium Control and the Sales team in regular auditing to ensure the right usage of Premiums Receipt Books.

4. Office administration:
- Manage office supplies, office facilities as well as fixed assets and office inventory.
- Receiving and transferring all calls to relevant person. Promptly taking message if the receiver is not available.
- Perform general administrative tasks, reception work, take care of first–aid box at branch
- Ensure company’s properties, sideboards & office sanitary are in good order; to be in charge of informing to - Sales and GA if any damage of company belongings arise.
- Ensure all correspondence to be distributed/sent correctly & in a timely manner.

5. Management:
- Supervise CS/SS staffs of sales office and GA offices and supporting them in daily work following company procedure and guideline.
- Manage CS/SS staffs to effectively serve customer and support sale at assigned Branches GA.
- Work closely with local sales force in region (sale leaders / FC/GAD) and help them perform toward company procedure and guideline.
- Take the main responsibility in making sure and continuously enhancing quality of CS services assigned Branches and GA in (organize training course by Zoom or workshop if required).
- Timely update / head up to line manager and HO when needed.

6. Others:
- Work closely with the local sales force in a team-based environment.
- Contribute to maintain professional office environment by ensuring compliance with company policies (labor - regulations, office rules, dress policies, etc.)
- Positively recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.
- Assure smooth work at CS counters & deliver best service to clients/FCs.
- Perform other tasks as assigned from time to time.