Duties:

Written Enquiry

• Handle written enquiries and customer explanation correspondences related to service incidents / complaints referred by other Service teams / departments and as assigned by superiors:
• Execute operation procedures in compliance with the documented procedures, service benchmarks, regulatory requirements, Company’s policies and practices
• Provide prompt services and accurate policy information with professional advice
• Handle customers’ special requests in relation to policy matters with reference to applicable guidelines
• Handle customer complaints tactfully and resolve complaints by empowerment / carry out service recovery actions if appropriate

Quality Assurance

• Provide quality services to customers with continuous improvement
• Collect customer feedback for continuous improvement
• Report regularly to superiors of any operation problems encountered and suggest action items
• Participate in projects or assignments relating to service enhancement.

Other Responsibilities

• Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and / or other requirements.

Minimum Job Requirements:

• University / College graduate with 1-2 years working experience
• Passed in IIQE papers I, II, III & V
• Knowledge of life insurance