We are looking for a detail-oriented and dedicated individual to join our Contact Center team as a Customer Service Senior Analyst. In this role, you will be responsible for:
1. Daily task: This role involves:
Handling 24/7 customer and sales enquiries, requests, and complaints (especially calls related to policy benefits and claims) in a timely manner and in accordance with company policies and procedures:
Providing accurate information, appropriate solutions, and clear guidance to customers to ensure a positive service experience.
Recording, updating, and maintaining all customer interactions and case details accurately in CRM and call center systems.
Proactively identifying opportunities to enhance service quality and improve tNPS scores.
Escalating complex or exceptional cases to the Hotline Assistant Manager or relevant departments in a timely manner.
Participating in training programs...