Ability to Create Periodical Reports/Presentations
Excellent Communication Skills
Our client is a insurance company.
Planning the quality of services for tele sales activity, which the company is required by regulation, especially OIC’s regulations as an insurer, and proposing action plans to responsible departments (Marketing department).
Performing inspecting services of tele sales to meet the standard which is correct or consistent as planned in terms of both for quality and quantity (no. of activities will be discussed in detail but minimum requirement is 10% based on every day’s sales).
Reporting activities to related departments on a daily basis.
Randomly checking the service provided by the Call Centre team or Customer Service Officers.
Listening to voice files to investigate and check the conversation to be in line with agreed talk scrip and OIC’s regulations.
Evaluating the service to be in accordance with the KPIs, SOPs and protocol standards, and improving the service quality consistently.
Providing reports and qualified suggestions to related persons as necessary.
Summarising reports and providing suggestions to the Operations team and coordinating with relevant functions to improve and develop service and quality.
Cooperating within the team to improve procedures and processes for good service quality and building good experiences for customers.
Creating reports and statistics, and grading the service.
Managing policy cancellations & complaints as assigned.
Providing statements to regulators, if required.
Performing various other related tasks as assigned.
Bachelor’s degree in Business Administration or equivalent.
A minimum of 3 years working experience (preferred non-life insurance company).
Proficient in using MS Office (Word, Excel and Power point).
Ability to make periodical reports or presentations.
Basic English skills (especially for creating reports and presentations).
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