Senior Assistant - Call Center Inbound

Date Posted: Posted30+ hari yang lalu
Salary:
Jakarta

Job Description

At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.

1. To handle voice phone inquiry from client during service coverage with excellent service according to Call Evaluation Standard and SOP.
2. To entry all interaction data into CRM2 completely, promptly and do maintain to follow up pending Inquiries.
3. To log in Policy detail on voice logger for every interaction.
4. To send notification to Document & Correspondence Unit for every request from client, including form and reprint transaction statement.
5. To send request, confirmation or question to Operations Helpdesk (Policy Services, Billing, Claim, UW/NB) as a result of interaction with client.
6. To probe client and report by e-mail on any Potential Complaint, Complex Cases, Major Service Complaint and Major Complaint to Team Leader immediately.
7. To achieve 85% individual utilization.
8. To commit with daily schedule from Work Force Management team (WFM).
9. To do the continuous improvement based on feedback from Team Leader and Training Quality Assessment.
10. To coach new joiner during tandem session.
11. Able to response email inquiry from customer.idn@prudential.co.id
12. To deliver service on Saturday.
13. To submit client data to Team Leader for Customer Index Profile3 based on jobholder transaction.
14. To report to Team Leader for any error of CRO tools: voice logger, CRM, CPU, digital/IP phone.
15. Perform as Business Continuity Team for PLA’s disaster recovery with responsibility refer to job desk functional BC.

Bachelor degree in any discipline. Majoring in Communication or Insurance is preferred. Fresh graduate or has 1 years experience in Customer Care or Contact Center of insurance, banking or other financial institution. - Has good interpersonal and communication skill.

  • Computer literate.
  • Has good analytical.

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Job Detail

  • Job Id
    c7ceb7e191a71b43
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact

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