12 Jun 2025

Senior Officer, Customer Service (Techcom Life)

Category: Retail Banking Group

Job Type:

Facility: Retail Banking

Job Purpose

As the direct point of contact for customers after customer buy insurance policy, mid-level customer service is responsible for maintaining satisfaction, handling complex claims and suggesting service improvements. With hands-on experience, they play a key role in improving the quality of the customer experience and retaining customers.

Key Accountabilities

1. Receive and process customer requests - Execute the process of receiving requests related to insurance contracts via multiple channels: call center, email, direct, digital application. - Respond accurately and professionally to questions about benefits, payments, insurance premiums, renewals, information changes, etc. - Guide customers to carry out administrative procedures, ensure compliance with the process and commitment time. - Coordinate closely with departments (Appraisal, Compensation, Legal, etc.) to handle arising situations. - Monitor processing progress, update status for customers, propose improvements to enhance experience.

2. Operate and develop business support systems - Participate in building business processes, product policies and propose improvements to the department's operating system, ensuring efficiency and compliance. - Prepare reports, coordinate the implementation of process automation projects, improve productivity and customer experience.

3. Business support and internal training - Support the sales team in consulting and handling customer requests after sales. - Participate in training agents and collaborators on customer care skills and business processes. - Update policies, new products and communicate to customers in a clear and easy-to-understand manner.

Key Relationships - Direct Manager

Senior Manager, Customer Service

Success Profile - Qualification and Experiences

Degree/Professional: - University degree or higher majoring in economics, finance and banking; - Priority is given to having international qualifications and professional certificates in finance, insurance, customer services - Professional experience: Preferably have worked for at least 05 years in related fields such as investment, insurance, structural products in banks, financial institutions or enterprises; - Business English standard proficiency as required for the role.