Assistant Manager - Customer Services Center

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

Ensure 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

Compliance

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

People Management

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.

Education / Academic Qualifications :

Diploma / Bachelor’s degree in business administration or business management, communication, Customer Service Management or related fields.

Functional knowledge / Technical skill :

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.

Work Experience :

Minimum 10 years working experience in Contact Centre Operations & Customer Experience

Preferred 5 years’ experience in insurance industry.

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