At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.Sound like you Then read on.WE ARE LOOKING FOR ...... Responsible for the quality of information communication and/or services to customers which is delivered by Customer Relation Agents (CRA) to improve customer experience
. Responsible for the capability development for CRAs and CRM staffs to adapt for any changes in insurance business to maintain the leading in customer experience
. Responsible for deploying all relative customers campaigns/ initiatives/ projects including but not limited to Vitality and Existing Customer Marketing (ECM) through CRM channel
- Involve in communications with relevant departments and able to coordinate with CRM's Region Heads (RH) in all customers program communication through CRM channel
- Perform quality evaluation of calls recording from CRAs to ensure the call quality
- Responsible for a smooth collaboration between CRM's RHs with relative business channel in collaboration to support FY and RY's KPI
- Work with business partners relating to premium collection to ensure a smooth run along with the compliance aspects of payment facilities which are being offered to customers
- Work with relative departments to provide appropriate trainings to CRAs and/ or coordinate to organize internal trainings for CRM staffs upon business requirement to improve customer experience
- Perform the customers satisfaction surveys through serving channels, analyze and propose customers initiatives in collaboration with relative functions to improve customer experience
- Support the manager in all event organization for the team
- Support the manager in the company's product developments
- Support the manager in initiating and implementing relative customers initiatives/ campaigns/ systems/ projects
Job Requirements:- Education: Bachelor degree in Economics/ Finance/ Insurance/ Business Administration/ Project Management
- Professional qualifications: Experience in the insurance industry and relevant industries in term of business analyst, strategy, mentoring, coaching and planning as well as reporting
- Language Abilities: English and Vietnamese in writing, speaking, and reading
- PC Related Skills: Microsoft Offices (Outlook, Word, Excel, Power Point, Visio, Teams) and data extraction
- Have ability at queries, reports, proposal writing and presenting findings
- Interpersonal skills: Communication skills, collaboration, persuasiveness, leaderships
- Personal qualities: Faithfulness, responsibility, commitment, adaptability, initiative, flexibility, carefulness, hard-working, and proactiveBusiness skills: Planning skills, Confidentiality, Numeracy, People Management & Team Management
