Job Description:

This position is responsible for responding to all client requests and inquiries received through e-mail, postal mail, Client Feedback Forms and other written correspondences.

Qualifications

University degree graduate
With 3-year experience in any front-line client service function

Responsibilities

Provides accurate information inquired following agreed service level standards and procedures
Coordinates with backend support unit to ensure technical accuracy of computations and requirements needed by the clients
Coordinates with different sections and departments for written requests of policyholders requiring changes and adjustments in their policy records
Acts as contact person for IT projects and enhancements that directly affect e-Services and Fulfillment unit.
Logs all emails, postal mail, CFFsin Salesforce accurately within 24 hours for tracking and monitoring purposes
Maintains a monitoring system which classifies and tracks all business correspondences according to type and frequency of service request or complaint and status of case resolution
Prepares appropriate reports for inclusion in the regular response report.
Participates in special projects and initiatives as may be required
Assists other Technical Writers as may be required

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Technical Writer

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