Hanwha Life

Report to: Quality Assurance Manager

Job Description

• Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.

• Assure CS frontline being operated and providing services following approved procedures and guidelines.

• Early detect/ inspect issues related CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.

• Conduct training/ refresh training for CS staff.

• Create standard works for CS frontline and make sure CS frontline staff following and apply on their daily work.

• Co-operate with relevant Departments on improving Customer care services.

• Involves in customer onsite visit when handling the customer's complaints, customer's care and Investigation cases etc

• Back-up force for CS frontline & involves in customer visits (10%): Plays the roles of back-up force for CS frontline when needed

• Perform other tasks as assigned from time to time

Job Requirements

• Graduated University/ College

• Good customer services experience, esp. at frontline

• Demonstrate accuracy and thoroughness. Work in an organized manner.

• Effective communication skills: writing, speaking and listening.

• Ability and willingness to learn and adapt to the company working environment.

• Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.

• At least 3 years experienced in CS process related to frontline. Experience in QA/ Investigation is an advantage

Benifits:

• Competitive salary (100% salary during probation).

• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.

• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).

• Provide an advanced Health Medical pre-check-up from the 1st week of your probation.

• Gifts for new comers and on special occasions

• Modern facilities in the spacious office 

• 15 Annual leaves