The position duties include a wide range of activities related to the improvements of the customer experiences, from the daily operational issues fixing and improvements, complaint resolutions,
collect and analysis the customer feedbacks, readiness of the membership and contact center for the new potential corporate customers and partners and the project management.
To review the operation processes on an ongoing basis thereby ensuring continuous development and improvement
To assist the Customer Experience leaders on the preparation of the new potential businesses i.e. new products, new potential corporate clients and partners
To deal with the concerned departmental to solve the specific problems or complaints on behalf of customer ensuring that all outstanding cases requested via the customer helpline and OIC are followed up till completion in a timely manner
To alert the team on any critical cases and present the case with full details for agreeing the next step
To work with the Customer Experience team to carry out the customer satisfaction surveys, collecting the deeper feedback details from the members through the closed loop call activities, analysis the feedbacks, working with the responsible service leaders to identify the improvement opportunities
To represent the company to meet with customer / regulator in or outside BKK on any feedbacks, service improvements or any new potential business
To prepare the monthly report and to present the cases to other departmental representative through the monthly voice of customer sharing
Bachelor Degree in Marketing, Business Administration, Economics or related fields
Skills required are: Analytical skills, Problem-solving skills, Communication skills, Report writing, Researching and Presentation skills
Minimum 3 years of experience in Customer Service, Customer Experience, Customer Journey
Good command of English
Aetna is one of the leading diversified health care benefits companies in the United States, serving an estimated 46.5 million people with information and resources to help them make better informed decisions about their health care.
Aetna Insurance Company organized an annuity fund to sell life insurance in 1850. In 1853, the Annuity department separates from Aetna Insurance and is incorporated as Aetna Life Insurance Company. The company's first president is Eliphalet A. Bulkeley. The "Aetna" name is retained to take advantage of the good reputation of the original Aetna. The name was inspired by an 11,000-foot volcano on the eastern shores of Sicily, Mt. Etna, which was the most active volcano in Europe.
Aetna offers a broad range of traditional, voluntary and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities, Medicaid health care management services, workers' compensation administrative services and health information technology products and services. Aetna's customers include employer groups, individuals, college students, part-time and hourly workers, health plans, health care providers, governmental units, government-sponsored plans, labor groups and expatriates. For more information, see www.aetna.com and learn about how Aetna is helping to build a healthier world. @AetnaNews
About Aetna International
Aetna International, part of Aetna Inc., is committed to helping create a stronger, healthier global community by delivering comprehensive health care benefits and population health solutions worldwide. One of the largest providers of international private medical insurance services, Aetna International serves more than 700,000 members worldwide, including expatriates, local nationals and business travelers. Aetna International also offers customized technological and health management solutions for health care systems, government entities and large employers to improve people’s health, enhance quality of care and contain costs. For more information www.aetnainternational.com
About Aetna Thailand
In July 2017 Aetna was established in Thailand Formerly, and now we have over 300,000 members and more than 2,000 organizations and over 400 hospital networks.
For more information www.aetna.com