Customer Centricity, Specialist

Report to: Manager, Customer Retention Effectiveness
Location : HCM city
Role : Individual Contributor
The Opportunity:
We are looking for Customer Centricity, Specialist who:
• Responsible for the quality of information communication and/or services to customers which is delivered by Customer Relation Agents ("CRA") to improve customer experience
• Responsible for the capability development for CRAs and CRM staffs to adapt for any changes in insurance business to maintain the leading in customer experience
• Responsible for deploying all relative customers' campaigns/ initiatives/ projects including but not limited to Vitality and Existing Customer Marketing ("ECM") through CRM channel
Roles & Responsibilities:
• Involve in communications with relevant departments and able to coordinate with CRM's Region Heads ("RH") in all customers' program communication through CRM channel
• Perform quality evaluation of calls recording from CRAs to ensure the call quality
• Responsible for a smooth collaboration between CRM's RHs with relative business channel in collaboration to support FY and RY's KPI
• Work with business partners relating to premium collection to ensure a smooth run along with the compliance aspects of payment facilities which are being offered to customers
• Work with relative departments to provide appropriate trainings to CRAs and/ or coordinate to organize internal trainings for CRM staffs upon business requirement to improve customer experience
• Perform the customers' satisfaction surveys through serving channels, analyze and propose customers initiatives in collaboration with relative functions to improve customer experience
• Support the manager in all event organization for the team
• Support the manager in the company's product developments
• Support the manager in initiating and implementing relative customers initiatives/ campaigns/ systems/ projects