Customer Service Associate

3 weeks ago

Metro Manila, Philippines Allianz-Synergia Inc. Full time

Customer Service Associate (Mandarin or Fookien)

Operations

Purpose of the Role

As a Customer Service Associate, you will represent the company by answering queries, providing resolution, facilitating hand-offs and conveying relevant updates on customers concerns from various channels within service level standards and in line with the achievement of Department’s goals.

Responsibilities of the Role

  1. Meets service level standards in handling customer and distributor inquiries and requests across all customer service communication channels.
    • Timely handling of customer inquiries based on standard SLA.
    • Adherence to prescribed QA/quality standards.
    • Compliance to prescribed team and individual reliability standards.
      1. Case management of concerns received and ensure timely resolution is provided.
        • Coordinates with L2 business units in addressing customers’ inquiries and concerns.
        • Monitor cases referred to L2 to ensure timely resolution.
        • Provide timely update to customers on the resolution/completion of L2 request.
          1. Facilitate outbound calls as part of client services.
            • Conduct business as usual outbound calls such as Welcome Call, RTS curing, Premium ff-up, Customer Satisfaction Survey
            • Call clients as requested by other business units for the fulfillment of a business transaction.
            • Conduct more complex/specialized outbound call activities on service recovery, business conservation, lead generation.
            • Effective management of customer service activities required for the Chinese market.
              1. Process simple to more complex customer requests/transactions within authority
                • Process simple policy-related requests within SLA (including, but not limited to, e-policy re-issuance, contact info update)
                • Process simple policy amendment requests within agreed SLA
                • Process simple reinstatement and/or claims requests within agreed SLA.
                  1. Responsible in handling all customer concerns/inquiries at any communication channel using Mandarin/Fookien/specified Chinese dialect.
                    • Participate in user-testing (UAT) activities related to customer service initiatives.
                    • Act as customer service SME for more junior CSAs/FTCs and company-driven initiatives
                      1. Contribute to activities/projects leading to customer service enhancements.

                        Requirements for the Role

                        • Mandarin or Fookien speaking communication skills (Can speak both Mandarin and Fookien, or any other Chinese dialect is an advantage)
                        • Graduate of any 4-year-course
                        • Minimum 1 year experience in customer service/call center operations
                        • Good keyboard skills and impressive telephone etiquette
                        • Ability to react effectively and calmly during stressful situations
                        • Ability to maintain customer confidentiality
                        • Team player and can easily adapt to a large group
                        • Flexibility to handle other tasks outside regular assignment
                        • Customer-oriented
                        • Displays strong decision-making skills
                        • Exhibits sense of urgency & ownership
                        • Compliant to project-specific requirements
                        • Willingness to engage oneself to “ad hoc-related tasks”
                        • Customer-focused
                        • Willingness to learn & grow
                        • Proficient in MS Office applications
                        • Communication Skills (oral and written)
                        • Knowledge of products, services and processes
                        • Analytical skills
                        • Ability to handle simple to complex transactions

                          57054 | Customer Services & Claims | Professional | Allianz Philippines | Full-Time | Permanent

                          Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.

                          We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer.

                          We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.

                          We, therefore, welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.

                          Join us. Let's care for tomorrow.

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