Pacific Cross ★ 1.0

I.            GENERAL FUNCTION

Pacific Cross Vietnam operates in the field of insurance agency activities, providing insurance auxiliary services and supporting insurance companies and reinsurers relating to reinsurance to develop and administer health insurance and travel insurance products to people living in Vietnam.

The Customer Service Executive is responsible for providing professional, timely, and customer-oriented support to customers regarding Pacific Cross Vietnam’s products and services, ensuring a positive service experience and maintaining Pacific Cross Vietnam’s service standards.

II.        DUTIES & RESPONSIBILITIES

Customer Service & Case Handling:

·           Receive and respond to customer inquiries via hotline, email, and other channels in a professional manner.

·           Handle customer complaints and service requests with empathy and clear communication.

·           Verify customer information and provide accurate guidance on insurance benefits, procedures, and service processes.

·           Perform hotline duties during and outside office hours assigned.

Coordination & Follow-up

·           Coordinate with internal departments and partner insurers to support customer case resolution.

·           Monitor and follow up on pending cases to ensure timely closure in line with service standards and SLAs.

Documentation & System Updates

·           Record and update customer cases, service requests, and resolutions accurately in the system.

·           Ensure compliance with internal procedures and data confidentiality requirements.

Service Quality Improvement

·           Identify common customer issues and provide feedback for service and process improvement.

·           Maintain professionalism, courtesy, and a customer-first mindset in all interactions.

Other Duties

·           Support customer service initiatives, internal projects, and cross-departmental tasks as assigned by the Section Head or Manager.

III.     QUALIFICATIONS & COMPETENCIES

Education

College or University degree in Business, Insurance, Customer Service, Hospitality, or related fields.

Experience

·           Experience in customer service within insurance, TPA (Third Party Administrator), or healthcare service environments is preferred.

·           Familiarity with hotline operations, service coordination, or insurance product knowledge is preferred.

Skills & Competencies

·           Excellent communication and active listening skills.

·           Strong problem-solving ability with a calm, patient, and solution-oriented approach.

·           Professional, courteous, and empathetic behavior with customers at all times.

·           Ability to manage high-pressure situations and multitask effectively.

·           Proficient in Microsoft Office (Word, Excel, Outlook).

·           Good command of English & Vietnamese (written and spoken). Communication skills, especially for explaining procedures and benefits clearly to customers

Detail-oriented, responsible, and committed to service quality.