To oversee and guide the customer service team in delivering exceptional support to clients by ensuring efficient handling of inquiries and policy-related concerns. The role focuses on maintaining high service standards, driving team performance, ensuring compliance with insurance regulations, and fostering a customer-centric environment. The objective also includes identifying process improvements, training team members, and resolving escalated issues to enhance customer satisfaction and contribute to the company's overall success.
Responsibilities:
- Lead and manage day-to-day BAU service operations including call handling(following call schedule), complaint management, team escalations and resolving blockers for the team members ensuring timely resolution and customer satisfaction.
- Lead, coach and mentor a team of customer service representatives to deliver excellent customer service and achieve performance targets.
- Responsible for Service KPIs as well as Service-to-Sales conversions.
- Ensure individual agent QA, KPIs and responsibilities are met/exceeded
- Collaborate with other departments to ensure seamless customer experiences and efficient operations.
- Conduct regular refresher training sessions to enhance team members knowledge and skills in general insurance products and services.
- Work independently and take ownership of issues, tactful resolutions of queries and escalations from customers
- Ensure full compliance to procedures and processes
Capabilities and Qualifications:
- Diploma / Degree in any field
- Must be COMGI, BCP, PGI and HI certified
- Minimum 5 years of experience in General Insurance call center environment
- Contact Center team lead experience, preferably in insurance and banking organizations
- Possess knowledge and understanding of the service to sale model
- Ability to work independently and collaboratively in a fast-paced environment
- Excellent problem-solving and analytical abilities to address customer concerns and find appropriate solutions
- Excellent customer service phone etiquette
- Strong verbal / written communication skills with the ability to listen actively and respond appropriately to customer needs
