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Call Centre

1. CUSTOMER SERVICE COORDINATOR

Department:

Assistance

Report to:

Assistant to Operations Manager - Customer service

Job Summary:

The Customer Service Representative performs a key role in the Assistance Department. The position reports in the first instance to Supervisor, with the Department headed by the Operations Manager. To be successful in this role requires developing the ability to combine judgment and good communication skills, to manage relationships with customers. Customer Service Representative are the company’s first-line in dealing with customers and to a large extent the company’s reputation rests with how well these duties are performed.

Essential Job Functions:

1. 24hr response to customer calls covering the following call types:

Handling Inbound call and provide

  • General Information on vehicles i.e. type, price, availability
  • Branch Location Complaint Management
  • Concierge Services
  • Marketing Promotions (Information / Support) such as campaign offer

Conduct Outbound call

  • Maintenance Reminder Calls
  • Appointment Scheduling
  • Invite of test drive
  • Marketing / Promotion Support
  • Customer Satisfaction Surveys

2. Maintain professional communication towards customers according to the internal service standards and workflows

3. Accurate preparation and timely submission of work reports.

4. Proper handling of the cases in the Customer Service software applications

5. Perform other duties and special assignments as required.

Qualifications:

1. Available for shift-work (including holidays)

2. Efficient computer skills with Word & Excel as a minimum.(typing while listening would be advantage)

3. Pleasant manner and a clear speaking voice.

4. Good communication and interpersonal skill

5. The ability to think quickly, remain calm and handle situations under pressure.

6. Excellent communication skills in both Thai and English.

7. Knowledge of other languages would be an advantage.

8. 1 year’s work experience in customer service, automotive industry or a related field would also be an advantage.

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2. ASSISTANCE COORDINATOR / CALL CENTRE

Department:

Assistance

Report to:

Assistance Supervisor

Call Centre Agent performs a key role in the Assistance Department. The position reports in the first instance to Supervisor, with the Department headed by the Operations Manager. To be successful in this role requires developing the ability to combine judgment and good communication skills, to manage relationships with customers.

Essential Job Functions:
  • Timely handling of all Technical Assistance cases
  • Coordination of services including liaison with the MAT Service Fleet, Contractors and Brand Dealers
  • Maintain professional communication towards customers according to the internal service standards and workflows
  • Accurate preparation and timely submission of work reports.
  • Proper handling of the cases in the Assistance software applications
Qualifications:
  • Available for shift-work (including day-night as well as holidays).
  • Age between 22-32years
  • Efficient computer skills with Word & Excel as a minimum.
  • Pleasant manner and a clear speaking voice.
  • Good communication and interpersonal skill
  • The ability to think quickly and remain calm in pressure situations.
  • Good English skills essential. Knowledge of other languages would be an advantage.
  • 1 Year’s work experience in customer service, car rental or any related field will be an advantage.
  • Recent graduates with excellent language skills will be considered.

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3. CUSTOMER SERVICE REPRESENTATIVE

Department:

Travel Insurance

Report to:

Manager – Travel Service

Job Summary:

The Travel Insurance Customer Service Representative (CSR) position reports directly to Manager – Travel Service. The incumbent’s key tasks include communicating with customers face-to-face and handling reservations of the Travel Insurance section. 
Essential Job Functions:

  • Ensure that all client / customer contact is conducted in a professional and courteous manner.
  • Develop a thorough understanding of the company’s Travel Insurance products in order to be able to deal effectively and informatively with clients / customers.
  • Communicate effectively with clients / customers in face-to–face meetings, via telephone and email.
  • Daily perform travel insurance reservation functions.
  • Answering enquiries relating to Travel Insurance.
  • Timely preparation of sales and related meeting reports.
  • Perform other duties and special assignments as required.
Work Conditions:

Working Hours: 8.30 – 17.30 hrs.
Working Days : Monday – Friday, Saturday 8.30-12.30 hrs.
Location         : VFS Japan Silom Complex

Qualifications:
  1. Bachelor’s degree or equivalent
  2. Work experience in Sales, Customer Service, Insurance, Administration and/or Travel is required
  3. Excellent oral communication, interpersonal and analytical skills. 
  4. The ability to plan and manage time is essential
  5. A friendly, service-minded, professional manner is imperative
  6. Computer literacy,
  7. Proficiency in both written and spoken English is mandatory.
  8. Experience in Tour Planning Business (Japan destination is advantage)

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