Deskripsi Pekerjaan
We are seeking a dedicated and empathetic Insurance Customer Care Officer (Simplified Mandarin) to join the dynamic team at Accord Innovations. In this pivotal role, you will serve as the primary point of contact for our Mandarin-speaking clients, ensuring they receive accurate information and exceptional service throughout their insurance journey.
Your primary responsibility will involve managing inbound and outbound communications, answering complex queries regarding policies, claims procedures, and coverage details. You will play a vital role in building trust and loyalty by resolving customer issues efficiently and professionally. We pride ourselves on a customer-centric approach, and we are looking for a candidate who can maintain high standards of service quality while adhering to company protocols.
Join us in a collaborative environment where your language skills will be valued to bridge the gap between our diverse client base and our insurance solutions. If you are looking for a challenging yet rewarding role in the insurance sector, we encourage you to apply today.
Tanggung Jawab
- Manage high volumes of inbound and outbound customer inquiries via phone, email, and chat in Simplified Mandarin.
- Explain complex insurance policies, coverage terms, and claim procedures to clients with clarity and patience.
- Assist customers with the documentation process required for new policies and claims submissions.
- Resolve customer complaints and escalations efficiently while adhering to service level agreements (SLAs).
- Update and maintain accurate customer records in the CRM system to reflect the latest interactions and policy changes.
- Collaborate with the underwriting and claims team to ensure a seamless experience for policyholders.
- Identify opportunities to cross-sell or upsell relevant insurance products to existing clients.
Kualifikasi
- Diploma or Bachelor’s degree in any field; a background in insurance, finance, or hospitality is highly preferred.
- Fluent in Simplified Mandarin (speaking and writing) with strong proficiency in English.
- Proven experience in a customer service role, preferably within the insurance or financial services industry.
- Strong interpersonal skills with the ability to empathize with customers and de-escalate difficult situations.
- Excellent computer literacy, including proficiency in Microsoft Office and CRM software (e.g., Salesforce, Zendesk).
- Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously.
- Valid driver’s license is an advantage.