Responsible for providing our China customers with a peerless service experience. With a detailed understanding of the operational lifecycle from pre-sales to claims, the postholder will provide best-in-class customer service through the successful handling of customer enquiries and by maintaining excellent customer, broker and third-party relationships through high-quality correspondence and fulfillment of service promises.
Be the primary contact for customers / brokers. Handle all enquiries received by telephone, email and letter in line with service delivery standards.
Communicate and maintain excellent interpersonal relationships with Clients, Brokers, third parties and other Now Health International departments and offices.
Take responsibility for ensuring that products and service delivered to the customer are appropriate to the customer’s need and that the customer is treated in a fair, ethical and consistent manner.
Follow up with customers / brokers on any missing information on the application.
Ensure all customers / brokers communication is recorded on OH+.
Ensure all service requests are dealt with promptly, accurately and within company specified time frames or as promised to the customer.
Maintain a very high standard of quality in terms of business integrity and the customer experience.
Ensure that customer feedback is properly routed, and work together with the management to address areas of improvement; thus, enhancing the customer experience.
Work flexibly within the team to support changing business needs.
Handle sales calls in the absence of sales staff, obtaining sufficient information for a quotation or a call back.
Ensure that the company’s brand values, principles, and styles are adopted and utilized for all external communication.
Act in a highly professional and courteous manner at all times.
Adhere to Best Practice Processes, Client Services Standards and to all relevant statutory or regulatory requirements, including treating customers fairly and other TCF initiatives.
Follow up on business that has not been renewed.
Check the work queue on OH+ on a daily basis and allocate the work queue items to the relevant department for action.
Ensure all customer documentation is complete prior to forwarding it to the relevant department.
Conduct quality checks on all data entered on OH+ and all documentation to be sent to the customer.
Resolve complaints and service failures, and adhere to the complaints record-keeping and escalation procedures.
Compliance and Security
Take responsibility for establishing and maintaining up-to-date personal awareness of all legislative, regulatory and Company-specific rules, policies and procedures related to performance of the role. Ensure consistent compliance with legal, regulatory and Company standards in line with underwriter requirements.
Pay particular attention to the Company’s Information and Data Security policies when accessing and using all Company systems which may provide access to sensitive information assets, and strive to maintain the highest possible standards of information protection at all times.
Take individual responsibility for accessing only the systems, records and information required to perform the role. Treat all data contained within those systems in a manner consistent with the Company’s Information and Data Security policies, and in line with the confidentiality clauses provided within your employment contract.
Knowledge and Skills
Comprehensive experience in a customer service delivery environment, preferably within the insurance or financial services sectors.
Previous experience in the medical insurance industry. International exposure is preferred but candidates who have been focussed on the domestic market will also be considered.
Experience and a good track record in providing excellent service to people at all levels in a multi-cultural environment.
Fully conversant with Microsoft Office; experience of using industry specific technology and/or the ability to quickly grasp new systems following training. Previous experience in working with a CRM system whereby all details of the customer, communication and service levels can be maintained and monitored is preferred.
Willing to thoroughly learn and understand the plans and policies offered by the company.
Able to work extended hours on occasions when required.
Qualified to a degree level.
Native spoken Mandarin plus excellent written and spoken English are essential
Attention to detail