Senior Officer, Customer Service (Life Insurance Project)

Job Purpose

The Senior Officer, Customer Service is responsible for delivering high-quality customer support through multiple channels. The role involves executing core customer service activities such as welcome calls, complaint resolution, and customer care programs, as well as contributing to the development of procedures, regulations, and system enhancements to improve the overall customer experience.

Key Accountabilities (1)

- Participate on user acceptance testing to build up customer service system such as Customer portal, Call center
- Perform all or some of the customer service tasks as required: welcome call, inbound/outbound call, complaint handling, directly serve customer at customer service counter, Customer care program …
- Contribute ideas to build up the procedures, regulations and guideline of customer service

Key Relationships - Direct Manager

 Manager, Customer Service

Success Profile - Qualification and Experiences

- University degree, preferably in finance/ banking/ insurance/ linguistics

- LOMA ALMI/FLMI/English is an advantage

- For senior staff: At least 5 years of experience in Customer Service in the Life Insurance industry

- For Junior staff: At least 2 years of experience in Customer Service in the Life Insurance industry

- New: no