诚聘英才：claim specialist wanted.

redapplecn · 发表于半年前|来自：新加坡

本帖最后由 redapplecn 于 12-4-2012 11:20 编辑

Company name: 1care-global 逸凯国际
Position title: Claim Specialist 理赔客服专员
Grade: Entry level 初级员工
Department部门: Operation 运营

OVERALL PURPOSE概述:
This position is aimed to provide administration support in the following areas
该职位的主要指责是对下列领域提供行政支持 :
1. Claims Management理赔管理.
2. Operation excellence in the 1 Care Global Services engaged by the client, to ensure high level of service and quality are met consistently; the jobholder is the main point of contact for all administration/claims with the backend supporting team. 确保持续不断高水准的服务和质量，该职位是所有的行政，理赔以及后勤支持的主要联系人

RELATIONSHIPS关系:
Reports to 报告给： Operations Director 运营总监
Supervise 监督: Up 2 Account or Claim Executives if the volume justify. 如果业务繁忙需监督2位理赔客服专员

Internal Contacts 内部沟通：
Other Account Teams Marketing Team Finance department IT Department Fulfillment Team HR Team
其他账户团队，市场营销团队，财务部门，IT 部门，人事部门

External Contacts 外部沟通 :
End-user, Service and Collection Centre and Vendors. 终端消费者，维修部门，汇集部门和服务供应商

NATURE AND SCOPE职责范围:
The incumbent will manage the claims hotline and ensure all claims, customer and supporting backend team correspondence are on track and within the threshold. The responsibilities include management and tracking of claims, escalation of end-user’s feedback to relevant department, closely work with collection/service centre and ensuring the claims are processed on time. Supervisory and counseling skills are required especially for escalated or challenging cases/logs from end-users.
管理所有理赔热线并且确保所有理赔，客户和后方支持团队的工作都是可以跟踪并可查询的。责任包括管理和跟进所有理赔，上报终端客户的反馈给相关部门，与维修中心/汇集中心紧密合作并确保所有的理赔都按时进行。要求在职者具备相关的监督和咨询的技能尤其是遇到复杂的案件或者是在客户登录/注册时遇到难题的时候提供必要的引导和支持。

In addition to claims and administration role, the incumbent will assist in call centre management and finance in basic transactional roles subject to bandwidth and claims volume. 此外，在理赔和行政方面，该职位还需协助话务中心和财务部门进行基本的交易处理，依据理赔的频率和数量来决定。

ACCOUNTABILITIES OF PRIMARY ROLE 90%的主要责任和义务:
1. Log, track and manage all claims via portal accurately and timely.
   通过公司网站及时有效的登录，追踪和管理所有理赔
2. Communicate all information with relevant department (both internal and external) accurately and professional
   manner. 与相关部门对所有信息进行准确和专业的沟通（内部和外部）
3. File the claims in proper order and liaise with finance and insurer on claims.
   整齐有序的整理所有的理赔案件并且与财务部门和保险公司一起完成所有的理赔。
4. Liaise with end-user on any outstanding issues and ensure it is followed through till it is closed.
   对任何未完成的事项与顾客保持紧密沟通，确保收集所有的资料并且将案件跟踪到最后。
5. Assist to monitor call centre service level and service failure.  If necessary provide training
   监督话务中心服务水平和服务失职，必要时提供培训。
6. Act as a single point of contact with the backend team, and ensure proper backup is availability during periods of
   absence. 是后台支持的单一连接点，在休假的时候确保所有的后备都到位
7. Respond on daily issues and reports to Ops director in a timely and consistent manner.
   及时一致的向运营总监报告日常发生的特别情况。
8. Collate all claims and reports to underwriter and finance for monthly billing.
   收集所有的理赔资料并报告给保险公司和财务部门以协助付款。
9. To investigate all non-conformance and carry out remedial actions.
   调查所有不寻常的理赔案件，并施行补救方案
10.  Initiate changes in the relevant areas to constantly bring the backend claims to a new height.
   在相关领域积极提出变革措施以提高后端支持到一个新高度。
11. Plan and provide training for new staff
      对新员工的招募进行计划并提供培训

ACCOUNTABILITIES OF SECONDARY ROLE 10%的次要职责为:
12. Attending to incoming calls接听所有来电。
13. Handle incoming & outgoing mails/couriers处理所有咨询邮箱的邮件，以及其他快递服务
14. Perform general office administration work. 执行其他日常行政工作

INCUMBENT REQUIREMENTS:
Education Nationality学历/国籍要求： Tertiary Education Chinese Native 大学文凭，中国国籍
Minimum years of experience 经验要求：At least 2 years’ call-centre or customer fronting experience 至少2年话务中心/或者客服工作经验

Required skills：

Customer Service orientated and strong commercial approach 客服至上，强大的商务工作模式
PC knowledge required 熟练使用电脑的各种功能
Must be able to converse in English可以用英文与各级部门进行有效的沟通
Call-Centre experience 有话务/客服工作经验者优先
Customer acumen and diplomacy 聪睿的客户周旋能力
Flexibility Good communications and interpersonal skills良好的沟通能力及灵活性
Must be able to perform multiple tasks 能够担当多职能角色
Analytical, self-motivated and result oriented 善于分析，自我激励并且注重结果

Contact person: Apple
Contact no:
Email: [email protected]
Website: www.1careglobal.com