Senior Manager, Customer Relationship Management (Contact Center)
Job description
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.
Job requirements
• 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.
What We Can Offer
Healthcare Plan
Training
Awards
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Job Information
08/04/2024
Manager
Banking & Financial Services > Client Services
Contact Center Management, Customer Experience Management, Complaint Handling, Life Insurance Operation, Customer Service
Insurance
Any
Not shown
Not shown
Job Locations
101 Đường Nguyễn Cửu Vân, Phường 17, Bình Thạnh, Ho Chi Minh City, Vietnam
11th Floor, Diamond Plaza Building, 34 Le Duan Street, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam
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