Sr. Specialist - AZAY Customer Service Representative (Agent)

Job description

Nice to know

Assign to serve as a first contact point for Agent, sales distributors and customer respond to a volume of telephone and handle an email inquiries about the product benefits and features, services and privilege campaigns by following standard scripts, procedure with customer satisfaction at the spot and resolve agent’s enquiries as a single contact point esp. on new business/ claims/ POS regarding their case status and its detail via call/ e-mail

Your Day at Allianz Ayudhya

1) Customer Services

·  Answer incoming calls and provide information to all customer / Agent's requests at the first call solution (excluding policy cancellation request of direct marketing customers that transfer to retention team for further convincing)
·  Handle a large volume of inbound and outbound Agent calls (as well as e-mail) in a timely manner
·  Identify Agent needs, research issues, resolve complaints, and provide solutions
·  Maintain ownership of calls/ e-mail throughout the lifecycle of Agent’s request, including follow-ups with escalation team
·  Carry out assignments and handle problems in accordance with call patterns, instructions, policies, procedures and / or accepted practices to ensure optimum level of Quality
·  Support customers to handle and eliminate day-to-day issues with enquiries
·  Perform specific service activities during a shift, including both call and non-call requests

2) Quality Management

·  Be responsible for delivery our service offers with excellent service as well as handling the complex or difficult cases
·  Skill sets and the customer satisfaction measured by Bottom Up and Top Down NPS 
·  Study and practice for improvement based on coaching and feedback
·  Always communicate professionally with customers, other team, and other department to ensure consistently effective working relationships
·  Contribute or be involved in Contact Centre process and procedural analysis or projects as and when required.

3) Business Acumen and multiple programs / systems 

·  Process and record new transactions
·  For those with non-call resolution, will escalate the case in the tracking service request – CRM program to Functional Unit
·  Fast learning and is able to work under dynamic change, uncertain situation (BCP) and very high-pressure environment on day to day

Must Have

·  Degree in Business Administration, Accounting & Finance, or related fields
·  At least 2 years’ experience working in a call center or customer-support role
·  Familiar Insurance Industry & Company Products
·  Customer service managerial Collaboration & communication skills
·  Experienced in Insurance industry would be advantage

Nice to Have

·  Strong active-listening and verbal-communication skills
·  Proficiency in problem-solving
·  Ability to multitask and manage time effectively

-