Specialist - AZAY Customer Service Representative

Nice to know

Serve as a first contact point for Allianz customers, prospect and sales distributors respond to a high volume of telephone inquiries about the product benefits and features, services and privilege campaigns by following standard scripts, procedure with customer satisfaction at the spot.

Your Day at Allianz Ayudhya

1) Customer Services

• Answer incoming calls and provide information to all customer requests at the first call solution (excluding policy cancellation request of direct marketing customers that transfer to retention team for further convincing)
• 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

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 
• Communicate professionally at all time 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 – Footprints program to Functional Unit

Must Have

• Bachelor’s degree in any fields
• Minimum 2 years’ experience in insurance operations, customer services, call center or other related field

Nice to Have

• Insurance Industry & Company Products
• Customer service managerial skill
• Problem solving & decision making
• Collaboration & communication

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