Aetna Customer Service Rep in Shanghai, China

Req ID: 42475BR

Family Summary/MissionTo increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. Position Summary/MissionHandles customer service inquiries and problems via telephone, internet or written correspondence. Customer inquiries are of basic and routine nature. Fundamental Components & Physical Requirements include but are not limited to(* denotes essential functions)? Be responsible for 400 hotline, providing professional services for inquiries, receiving suggestion / advice / claim from customers, and make proper records;? To coordinate and follow up checking and making health checkup reservations for customers;? To collect information/feedback from customer and the market, as well as provide constructive advise and suggestion for improving customer service procedures and standard;? To monitor the projects implementation status and prepare periodical reports and data analysis to help sales take action to raise the participation rate.? To master the rules for setting up projects in scheduling portal and raise improvement suggestion for upgrade the system;? Handle complaint cases and coordinate with internal team and vendors to deal with complaint cases well;? Strictly follow Company internal customer service policies;? Other tasks assigned by direct superior Background/Experience Desired? Experience in a production environment.? Customer Service experiences in a transaction based environment such as a call center or retail location preferred. Education and Certification RequirementsCollege degree or above. Additional Information (situational competencies, skills, work location requirements, etc.)? Ability to multi-task to accomplish workload efficiently.? Analytical skills.? Ability to maintain accuracy and production standards.? Technical skills.? Oral and written communication skills.? Understanding of medical terminology.? Problem solving skills.? Attention to detail and accuracy.? Negotiation skills.

Job Function: Customer Service