Specialist - Customer Service - Call Center

Specialist - Customer Service - Call Center

Nice to know

Provide good customer service as the first line of contact with after-sale service. Serves customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining databases. Coaching and supervising staffs to ensure SLA and service quality meet the service standard. Assist in the development of customer service policies and ongoing improvement of customer service delivery.

Your Day at Allianz Ayudhya

• 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) Provide the after-sale service and handle customer complaints and provide solutions in order to meet customer's satisfaction which determine potential business opportunities to achieve targeted growth.
  • Handle difficult & special calls and solve other issues escalated by agents & follow up with various departments on problem solving or information sharing if needed.
  • Ensure performance and take timely action to drive the continuous customer service satisfaction improvement.
  • Incoming cases and calls monitoring and job assignment including calls and email.

Must Have

• Bachelor degree in any fields
• At least 2 years in customer service, call centre experince from health insurnace, banking

Nice to Have

• Good presentation and motivation skills.
• Influencing and negotiating skills.
• Good communications skills both written and spoken Thai and English.
• Excellent customer service mind and Self-motivated.
• The Knowledge of insurance operations and processes will be the advantage.
• Good computer knowledge and skills including Microsoft word/ excel, and database management
• Any AI-future skills e.g., ChatGPT, or CoPilot365, will be advantage.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations. Great to have you on board. Let's care for tomorrow.