北京招聘

3Main duties/Responsibilities (list no more than ten items)

· Answer the calls from the customers or providers, respond accurately within the time commitment given to enquiries regarding plan design, eligibility, claims status and perform necessary action as required, with first call resolution where possible.

· Monitor turnaround times to ensure the inquiry emails are replied within required time scales, highlighting when this is not achievable.

· Has very strong ability at complaint handling and negotiations of termination policy. Make monthly report of complaint analysis.

· Interface effectively with internal and external customers to resolve customer issues.

· Actively support all team members and provide resource to enable all operational goals to be achieved.

· Meet or exceed Service level agreement requirements. Minimally set at a 5% abandon ratio for in-bound calls or in accordance with client specific requirements. This number will be reviewed periodically and can be increased or decreased based on business need.

· Quality standards for both call and email will be developed, communicated and meeting them will be part of the production requirement.

4Scope and Dimensions

· Report to Line Management

· Responsible for all calls, emails and complaints regarding individual members.

5Experience and Skills Required

· Fast learning skills, strong adaptability and independence.

· Sense of team work and customer service

· Has very strong ability at handling complaints.

· English and Mandarin fluency – spoken, written, reading

· Solid knowledge of basic Microsoft applications to include Word, Excel and MS Outlook. PowerPoint is desirable but not required.

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