Challenging but the experience is worth a lot.The good thingsHandling the customer issues such as late payment for claims either from family or general takaful, customer withdrawal, surrender of policy in an effective manner.
Next, handling the documentation where we need to sort all sort of documents from claims, renewal processes, complaints, new business proposals and etc. The process was smooth from receiving the document until the delivery to the exact department for further process.
The challenges1. Communication between department.
- As we know, the Customer Service Department requires support from other departments in order to resolve the customer issues or problems. However, some departments did not give full support when it comes to assisting the customer. Some of the calls did not be answered by them, in fact, staff from the customer service itself need to go and see them just for the sake of getting their assistance.
2. Professionalism in managing the document of customers.
- Some of the departments have the problem in managing the documents of the customer. For examples, the claims department sometimes misplaced the document of claims from the customer. Thus, it will affect the entire process and also burdening the customer who needs to fill-up the document again.