Senior Analyst, Customer Contact Center

We are looking for a detail-oriented and dedicated individual to join our Contact Center team as a Customer Service Senior Analyst. In this role, you will be responsible for:

**1. Daily task:** This role involves:

Handling 24/7 customer and sales enquiries, requests, and complaints (especially calls related to policy benefits and claims) in a timely manner and in accordance with company policies and procedures:

+ Providing accurate information, appropriate solutions, and clear guidance to customers to ensure a positive service experience.
+ Recording, updating, and maintaining all customer interactions and case details accurately in CRM and call center systems.
+ Proactively identifying opportunities to enhance service quality and improve tNPS scores.
+ Escalating complex or exceptional cases to the Hotline Assistant Manager or relevant departments in a timely manner.
+ Participating in training programs, coaching sessions, team meetings, and qua...