Customer Support

• Accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities
• Obtain necessary information, attempt to resolve incidents or escalate if necessary
• Document client’s name, concerns/complaints, facility and phone number
• Follow necessary Customer Support protocols
• Interact with customers in a professional and enthusiastic manner
• Promptly answer support calls, document and transfer with a high level of urgency
• Accurately document client interaction
• Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation
• Resolve open tickets and communicate resolution to the client

Customer Support Specialist

• **What you will do: **
• - Delivering a best in class customer experience in person and via our omni-channel support. Engaging customers with speed, empathy and effectiveness, while building trust-based and enduring relationships.
• - On-boarding customers by processing their applications and performing KYC checks.
• - Perform any day-to-day operational tasks under CX team’s portfolio.
• - Assist in preparing reports.
• - Taking ownership of customer success metrics, from a company to a personal level.
• - Demonstrating strong personal values and a commitment that is in line with our mission and company values.

Customer Experience Executive – Contract

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
• Serve as a product, company and industry ambassador, keen on educating customers on the capabilities of our solutions.
• Create an optimized & data-led model of the customer journey (plan for every customer), then make sure all internal stakeholders are aligned.
• Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies.
• Conduct weekly, quarterly and annual customer business reviews to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

Senior Customer Support Manager

• Contact assigned customer accounts to sell company products
• Meet personal sales targets and develop new business
• Maintain customer relationships and troubleshoot specific customer problems
• Develop and implement customer contact plans for product launches
• Act as the first point of contact for customer queries and complaints
• Identify potential customers through information and referrals
• Schedule follow-up actions and enter relevant information in CRM system
• Collaborate with colleagues to build strong external customer relationships

Customer Service Advisor

• Deliver prompt, quality, and professional service for walk in customer for both General and Life insurance needs and requirement such as insurance purchase/renewal, endorsement, enquiries, complaints and claims handling including via telephone or emails.
• Maintain broad knowledge of General and Life Insurance products and services
• To ensure issuance of Motor and Non-Motor Insurance according to company guidelines
• To ensure payments are collected on Cash Before Cover (CBC) for walk in customer and official receipt is issued upon payment received.
• Handling and control daily collection, balancing and reconciliation for life insurance: Handling and control daily collection, balancing and reconciliation
• Prepare and submit Ad-hoc report within turnaround time (TAT) to Account Department
• Safekeeping of collection, cash float and security documents
• Receipt issuance
• Returned cheque handling
• Decentralization of policy servicing (BPM, financial & non-financial policy changes and reinstatement) and decentralization of claim BPM.
• To ensure compliance of FSA 2013, branch SOPs, guidelines & policies issued by relevant bodies.
• To safeguard assets and promote efficient utilization of resources
• To ensure required licenses are renewed and displayed at designated place
• Overall Responsible for security of the branch and collection.
• To ensure that services standard is achieved
• Collaborate and exchange best practices among team members from time to time
• Undertake other duties and assignments assigned by Superior/Branch Manager and when required
• To support on claims related matters and responsible for efficient and effective operation on claims concierge service functions by providing quality service to walk-in customer, agents, and marketers and email claims documents upon receipt to claim hubs within the deadline

Customer Service Executive, Life Branch Operations

• Be the face of Allianz - possess strong focus on customer experience; deliver high quality standards and service level to serve the existing customer to handle accident (and road side assistance) and other inquiries via phone calls including emails, mails, faxes and/or social media
• Responsible to provide first contact resolution (FCR) when possible, by providing basic trouble shooting and offer appropriate alternative
• Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution
• Perform other on and off telephone tasks including but not limited to taking messages, call transfer and hold, providing call backs and follow up calls
• Participate in customer on-boarding including but not limited to Claims on boarding; survey calls etc.
• Recover service lapses to promote customers’ loyalty
• Capture customer feedback and systematically escalate them to respective person-in-charge for review and action
• Proactively educate customers on our services available on the customer portal or any other relevant platforms which could benefit customer.

Customer Service Associate – Roadside Assistance, Contract

• Upkeep of equipment rental movement (AX) records and procedures.
• Troubleshoot AX system error (if applicable)
• Ensure that all invoices are sent to customers on a timely manner after issuance of invoices. (ie: via email or courier)
• Rectify incorrect or rejected invoices immediately and send out to customers once amendment is done.
• Send report or email to customers requesting for overdue or monthly PO outstanding.
• Close follow-up with customers on overdue debts to achieve DSO target with close co-ordination with Finance Department.
• Calculate partner commission monthly based on fleet movement
• Issue monthly fleet movement report
• Issue customer delivery order and customs documents for each delivery
• Coordinate with base operations, commercial team, customer and logistic supplier on all incoming and outgoing deliveries
• Liaise with Commercial Team on new customer set up and any other matters that may hinder billing cycle.
• Customer liaison for receiving customer PO
• Post all customer invoices on time in AX monthly.
• Issuance of NCR to customers
• Ensure all on-hired equipment have valid PO

Customer Service Executive

• Supports the Customer Service Supervisor to manage the customer to effectively execute and achieve customer satisfaction via End-to-End process
• Owns and takes a leading role in shipment management processes
• Provides customers with an efficient one-point contact - managing customers’ shipments involving bookings, documentation or operation issues
• Engages actively to ensure the seamless flow of customer’s shipments
• Delivers customer requirements accurately and timely while ensuring customer satisfaction
• Takes ownership to enhance work efficiencies by continuously improving work processes

Customer Service Professional

• Delighting customers with exceptional post-sales support, promptly and professionally addressing their inquiries, concerns, and issues.
• Efficiently handling customer complaints and escalations, going above and beyond to find solutions and resolve issues, ensuring the customer's complete satisfaction.
• Forging and nurturing strong relationships with customers, surpassing their needs and expectations.
• Proactively conducting customer satisfaction surveys and gathering valuable feedback to continuously enhance the customer experience.
• Collaborating seamlessly with internal teams, such as sales, marketing, and operations, to ensure a seamless and seamless customer journey.
• Identifying opportunities for process enhancements and actively contributing to developing customer service policies and procedures.
• Ensuring meticulous upkeep of accurate customer records and documentation, guaranteeing the integrity and confidentiality of the data.
• Staying up to date with extensive product knowledge and industry trends to efficiently assist customers and provide tailored recommendations.

Customer Service Specialist

• connect people, products, and providers
• co-create value with customers through solutions in logistics and transport

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