Customer Care Officer

In this position you will....

Deliver an excellent World Class customer experience to all our customers. Determining customers insurance coverage and providing support in all aspects of claims management including but not limited to evaluating the claims, engaging with the authorized repair centers, and managing the logistic activities ensuring service level is always maintained and process within the applicable SLA.

You will be responsible for…

• Processing, registering, and administering Mobile Phone Insurance claims, ensuring all claims processes are captured in a timely manner
• Maintaining diary and monitoring claims regularly. Make sure all claims are processed within client’s SLA, including other claims matter i.e., assess claim, prepare settlement offer, and phone replacement, follow up on appeal claims, conduct claims review, issue major claim report etc.
• Working together with the Tel-co or handset repairers and provide advice to the Insurer and dealers on claim assignments
• Processing daily administration matters, i.e., inbound calls, policy inquiries, data entry, monthly premium deduction through merchant bank, support Operation & Sales managers, daily administration issues etc.
• Responding to customer requests in timely manner, have a strong commitment to understanding and anticipating internal/external customers and partners’ diverse needs and expectations and strive to deliver customer-centric solutions
• Seeking to understand customer feedback actively and using it to make decisions and solutions
• Ensuring all outbound calls are conducted professionally and consistently by using call scripts
• Ensuring all claims are processed within the stipulated turnaround time (TAT) or service-level agreement (SLA)
• Providing operational support for projects and ad-hoc tasks as assigned

For you to be successful…

We expect you to be able to demonstrate the following key competencies

Impactful

• Has a clear understanding of team’s objectives and aligns efforts to these
• Empowered to be quick to act and take steps to address issues.
• Seeks necessary information on which to base decisions and is comfortable recommending an approach.
• Maintains commitment to achieving goals in the face of obstacles.

Customer Focus

• Understands the importance of customer feedback and appreciates their points of view.
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Understands the role and importance of using customer data to make decisions.
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption

Inclusive

• Listens to and respects others’ opinions and ideas
• Open minded to a variety of viewpoints and looks to learn from diverse perspectives

Curious

• Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team.
• Keeps up to date on relevant frameworks, applications, software, and/or tools.
• Understands the value of knowledge sharing and seeks learning in areas beyond own area of focus

Collaborative

• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team
• Co-operates with team members to resolve problems and achieve goals.
• Builds diverse networks and cooperative key working relationships to work in partnership with others

Communication

• Communicates clearly and actively listens to others
• Provides others with information they need in a timely manner
• Receptive to feedback and appropriately expresses own opinions.

Creative

• Looks for new ways to solve problems and execute in ways that add value
• Knows when to try alternate approaches

Adaptable

• Adapts to changes quickly, flexibly, and easily
• Handles unexpected requirements and ambiguity in a receptive and calm manner. Resilient when things don’t go to plan

You will require the following qualifications and skills

• Possess minimum D3 graduates in any discipline.
• Minimum 3 years of experience in Claims Operations, Customer Service, Contact Centre Operations, Insurance Administration, or Gadget Protection Claims.
• Experience handling device protection, insurance claims, or customer service operations is preferred.
• Knowledge of smartphone, tablet, and consumer electronics repair and replacement processes.
• Demonstrates a positive attitude toward digital transformation and AI adoption, with the ability to effectively use AI-enabled tools to enhance customer service performance, improve efficiency, and deliver a better customer experience.
• Fluent in spoken and written English and Bahasa.
• Meticulous with an eye for details.
• Strong knowledge of managing sensitive/ confidential situations.
• Must show a willingness to work as a member of a team, but also able to work independently and on own initiative.
• Must possess a “problem solver” approach and a “can-do” attitude.
• Strength of character to raise and communicate issues or recommendations.
• Good team player and can work well with people of all levels.
• Computer literacy in words, excel and power point.
• An appetite for growth and personal development