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Assistant Manager - Customer Services Center
Liberty General Insurance BerhadKuala Lumpur, Kuala Lumpur, Malaysia9 days ago
Job descriptionEnsure effective and efficient administration of day to day business operations in line with SOP across all support functions Assist other queues or Manager / Superior in day to day Operations Ensure consistency with enterprise risk management guidelines Ensure compliance with regulations and laws Ensure good corporate governance is practiced and are being exercised by the team Customer Personal Data Protection Act compliance CRM & Core Systems Supervisory role over QRC Inbound Execs Build an organization that attracts and retain talents to ensure critical business processes are highly efficient and effective Ensure regular communication of key imperatives Provide ongoing coaching and support to staffs to enhance their skills and performance. Diploma / Bachelor’s degree in business administration or business management, communication, Customer Service Management or related fields. Extensive experience in Contact Centre operations from People Management, Process and Technology standpoint. Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement. Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations. Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization. Minimum 10 years working experience in Contact Centre Operations & Customer Experience Preferred 5 years’ experience in insurance industry.
Job Description
Internal Management
- Answering Inbound call queries and concerns about a company's products or services (Motor & Non-Motor).
- Identify customers’ needs, clarify information, research every issue, and provide solutions and / or alternatives
- Monitor ongoing cases, providing updates to customers and ensuring resolution within agreed timeframes
- Ensure Calls and Emails responded are managed as per the Service Level Management
- Case efficiency Management –SLA for each defined TAT
- To ensure diligent follow-up of pending information and fulfill promises made to customers.
- Accurately log and manage customer cases in the CRM system, ensuring all details are recorded and actions are tracked.
- Accurate System updates –CRM, Core Systems, ISM & Reporting Templates
- Prepare Daily Reports on Service Level of the function
- Resolve / Follow-up customer / partner matters
- Respond to various requests from customers / agents / HQ (Motor or Non-Motor)
- Attend to Escalation of Complaints
Contact Center Operations
Compliance
People Management
Education / Academic Qualifications :
Functional knowledge / Technical skill :
Work Experience :
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Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia