JOB SUMMARY:

This is a dual-function role combining customer service leadership with day-to-day office administration. You will be the primary point of contact for existing clients — handling service queries, managing renewals, and driving retention — while also ensuring the smooth running of our Ho Chi Minh City office.

RESPONSIBILITIES:

• Serve as the primary contact for existing clients, handling day-to-day queries and service requests.
• Manage client relationships through renewal cycles and policy changes.
• Coordinate with insurers on claims queries, policy endorsements, and coverage questions.
• Track and report on client retention KPIs — renewal rate, NPS, and response time.
• Ensure client communications are professional, accurate, and timely.
• Identify and flag at-risk accounts for senior review.
• Manage day-to-day office operations including filing, document management, and correspondence.
• Handle liaison with Vietnamese government offices — tax office, business registration, labour authorities — as required.
• Oversee incoming and outgoing paperwork, ensuring compliance with local administrative requirements.
• Support management with scheduling, meeting preparation, and internal reporting.
• Maintain organised records of client files, contracts, and regulatory documents.
• Coordinate with external accountants, legal advisors, and regulatory contacts as needed.

REQUIREMENTS:

• Valid medical insurance certification(s) in Vietnam (required).
• Fluent English — written and spoken — is essential for this role.
• Additional language skills (e.g. Mandarin, Korean, Japanese) are a significant advantage.
• Customer service experience at an insurance intermediary or insurance company is strongly preferred.
• Proven ability to manage administrative responsibilities in a professional environment.
• Comfortable dealing with Vietnamese government offices and bureaucratic processes.
• Highly organised, detail-oriented, and reliable.

BENEFITS:

• Competitive salary commensurate with experience.
• Performance-based bonus linked to retention KPIs.
• A varied, senior role with genuine responsibility.
• A small, professional team environment.
• Exposure to regional insurance markets across South East Asia.