Senior Manager, Contact Center & Complaint Handling

PURPOSE:

Lead the team to deliver the expected KPIs related thru premium renewal, reinstatement campaign, and potential surrendered. Manage online communication (hotline, email, customer portal) to deliver customer-centricity through initiatives and daily operations (monitor performance of inbound & outbound calls as well as the call quality). Manage the complaint handling activities to deliver the best solution to customer meanwhile contribute to prevent future issue minimize the risk/impact to company. Participate and contribute to Operations projects/initiatives to improve the Customer Experience via hotline, email and digital platform. KEY ACCOUNTABILITIES: • Lead the team to deliver the expected KPIs related thru premium renewal, reinstatement, and potential surrendered. • Accountable for Call Center KPIs and prepares corresponding reports. • Bring Customers who are at risk of lapsing their premium payments and assisting with options to get them back on track and ensuring they have an excellent customer experience. • Be a strong negotiator, have exceptional relationship skills, integrity and a team oriented approach to collaborate with team and others across the business on a daily basis. • Work with relevant departments for investigation and deliver (i) the best solution for complaint handling, (ii) minimize the impact of complaint, (iii) prevent the future issues. • Maintains and improves results by adhering to standards and guidelines; recommending improving procedures. Other tasks as assigned.

• At least 10 years experience in Customer Service/ Call Centre/ Complaint Handling, preferably with life insurance background. • A thorough understanding of the practical implications of customer retention and advocacy drivers. • Experience working in a product focused environment. • Strong communication and influencing skills. • An analytical / numerical mind-set. • Project management experience. • Professional manner, positive thinking. • Verbal Communication, Phone Skills, Listening, Customer Focus, Customer Service, Professionalism, Multi-tasking. • University graduate, preferably social sciences. • Good communication skills in both Vietnamese and English. • Proactive, creative disposition to develop new ideas, good in problem solving skill. • Good interpersonal and communication skills (oral & written). • Able to work in high pressure environment and able to work independently as well as in a team.