Role Purpose:
- Handle inbound and outbound calls on productive way
- Handling of all the case in all existing handling applications
- Provide the timely handling of all emergency roadside service and relate
- Deal with complaint and contacting with customers to ensure that interaction with customers is conducted in a professional and courteous manner.
Key Responsibilities include:
Results orientation
- Seeks additional data to support decision-making process
- Clarifies what is expected
- Asks for guidance when faced with complex issues they are unable to resolve independently
Customer Focus
- Responds to identified customer needs
- Handles customer requests in an appropriate timeframe
- Knows general KPIs used to measure customer satisfaction
Fostering relationships
- Provides help to colleagues as required
- Shares information and ideas with others when asked
- Communicates appropriately and professionally
Case Management/Data Entry
- Thorough and accurate logging of all call related data into CRM computer system and creation of incidents in real time
- Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client
- Provide effective follow through and end to end case management to ensure the customer’s enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete – including Network and Implementations and Assistance Leadership team, as per operational guidelines
Professional Approach
- Positively represent the Assistance team and Allianz Worldwide Partners as required in both internal and external client and customer interactions
Customer Service Focus
- Deliver exceptional service to customers through the effective management of inbound and outbound telephone calls
- Promote customer retention and satisfaction by identifying and understanding the customer’s needs to provide appropriate and timely resolution to their enquiry
The Successful Candidate will show:
Experience
- Call centre enviornment would be highly regarded
Language
- Mandatory - fluent in Thai and English language to speak, write, read
Software Skills
- Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type, or used CRM systems
Communication
- Very good interpersonal and communication skills to effectively manage all cases received over the telephone
