PT Tecprotec adalah perusahaan yang mempunyai spesialisasi dibidang telekomunikasi yang menyediakan inovasi terhadap perlindungan produk mobile phone (phone cell) untuk 3 provider besar di Malaysia.

Tecprotec memperluas bisnisnya ke pasar luar negeri dan saat ini bertempat di Indonesia. Tecprotec mencari orang-orang yang bermotivasi tinggi untuk bergabung untuk mendapatkan pencapaian yang sesuai dengan keinginan perusahaan.

Kandidat yang terpilih berkesempatan bekerja langsung pada perusahaan operator celular dan karir yang dinamik bersama Tecprotec.

Division Objective

To deliver an excellent World Class customer experience to all of our customers.

Job Overview


Process Mobile Phone Insurance claims
Register claims and Administrate claims
Maintain diary and monitor claims on regular basis. Make sure all claims are processed within client’s SLA
Working together with the Tel-co or handset repairers and provide advise to the Insurer and dealers on claim assignments
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 and etc
Other daily administration matter i.e inbound calls, policy inquiries, data entry, monthly premium deduction through merchant bank, support Operation & Sales managers daily administration issues and etc


Key Responsibilities


Ensure all claims are captured in a timely manner
Ensure all follow-ups are completed for each claim processed/received
Ensure all incoming calls are answered with full integrity & deliver excellent customer service
Ensure all claims are processed within the given turnaround time / SLA
Ad-hoc operations assignments and projects


Meetings


Daily huddle in person or via phone/skype with Operations Manager and the team.
Weekly operations meeting (9.30 am every Wednesday) in person or via phone / skype with the Operations Manager.
Monthly Operations meeting in person with Operations Manager.
6-month performance review.
Annual review


Reports


Daily claims reporting
Daily calls reporting
Underwriter claims reporting
Panel repairers invoices reporting
Phone logistic reporting


Key Performance Indicators (KPI’s)

KPI’s will be reviewed and restructured on a monthly or quarterly basis based on the direction of the company, products and the market conditions.

Communication Protocol


Communicate directly to your primary report.
In the event the primary report is unavailable communicate to your secondary report
Communicate all issues directly to your primary report regardless of severity.
If unsure of whether an issue warrants reporting report anyway.
Communicate all high importance issues to both primary and secondary report.
Leave no issue unaddressed.
Communicate all urgent issues verbally first, to be followed up by an email if necessary.
Do not send email only to any other team member on any urgent issues

Min. 1 years experience as a Claims Executive or Customer Service Representative.
CallCenter experiencewill be an advantage.
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.
Is a good team player and can work well with people of all levels.
Computer literacy in word, excel and power point.
An appetite for growth and personal development.


Required Qualifications


Candidate must possess at least Diploma and above.