Customer Care Officer

7 months ago

Thailand bolttech Full time

**In this position you will....**

deliver a best-in-class customer experience to our customers. You will determine customers insurance coverage and provide support in all aspects of claims management including but not limited to evaluating claims, engaging with authorized repair centers, and managing the logistic activities ensuring service levels are always maintained and processed within the applicable SLAs.

**You will be responsible for **
- Process, register and administrate Mobile Phone Insurance claims, ensure all claims are captured in a timely manner.
- Maintain diary and monitor claims on regular basis. Make sure all claims are processed within client’s SLA, includes other claims matter i.e., assess claim, prepare settlement offer, and phone replacement, follow up on appeal claims, conduct claims review, issue major claim report etc.
- Working together with the Tel-co or handset repairers and provide advice to the Insurer and dealers on claim assignments.
- Process daily administration matter i.e., inbound calls, policy inquiries, data entry, monthly premium deduction through merchant bank, support Operation & Sales managers daily administration issues etc.
- Responsive to customer requests in timely manner, have a strong commitment to understanding and anticipating internal/external customers and partners’ diverse needs and expectations and strive to deliver customer-centric solutions.
- Responsible for communicating with customers directly through phone calls and servicing their requests in a timely and professional manner.
- Actively seeks to understand customer's feedback and need and use it in making decisions and solutions.
- Ensure all incoming calls are answered with full integrity & deliver excellent customer service
- Ensure all claims are processed within the given turnaround time / SLA
- Ad-hoc operations assignments and projects

**For you to be successful
**We expect you to be able to demonstrate the following key competencies**

Impactful
- Has a clear understanding of team’s objectives and aligns efforts to these
- Empowered to be quick to act and take steps to address issues.
- Seeks necessary information on which to base decisions and is comfortable recommending an approach.
- Maintains commitment to achieving goals in the face of obstacles.

Customer Focus
- Understands the importance of customer feedback and appreciates their points of view.
- Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
- Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.

Curious
- Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team.

Collaborative
- Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
- Builds diverse networks and cooperative key working relationships to work in partnership with others.
- Co-operates with team members to resolve problems and achieve goals.

Communication
- Communicates clearly and actively listens to others.
- Provides others with information they need in a timely manner.
- Receptive to feedback and appropriately expresses own opinions.
- Clear and professional communication directly with customers.

**You will require the following qualifications and skills**
- Possess minimum bachelor’s degree in any field.
- Minimum 2 years’ experience as Claim Administrator or Customer Care
- Call Centre experience will be an advantage.
- Fluent in spoken and written Thai.
- Fluent in written and passive in spoken English
- Meticulous with an eye for details.
- Strong knowledge of managing sensitive/confidential situations.
- Must show a willingness to work as a member of a team, but also able to work independently and on own initiative.
- Must possess a “problem solver” approach and a “can-do” attitude.
- Strength of character to raise and communicate issues or recommendations.
- Good team player and can work well with people of all levels.
- Computer literacy in word, excel and power point.
- An appetite for growth and personal development

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