CUSTOMER SERVICE TEAM LEADER
AXA INSURANCE
مجموع سنوات الخبرة :7 years, 1 أشهر
• Supervise and monitor through reports the call enter staff to ensure call abandon rate is maintained at an acceptable level and productivity levels are maintained.
• Manages customer service (call center) staff and ensures the quality of service are observed at all times
• Prepares rosters on a weekly basis as per business requirement
• Manages all incoming and outgoing communications/correspondence of the department
• Prepares training manuals for Motor, Travel and Home claims
• Conducts training for new joiners regarding the system, process, guidelines and the whole operation
• Performs corrective coaching by listening to call conversation and review all call recording for quality evaluation purposes
• Attends to all complaints and devise mechanism to better manage complaints
• Ensures that all claims notification from our client through phone, emails and fax are being responded on the set standard
• Oversee the claims process to ensure all claims are completed relative to open claim and or resolved within established timelines.
• Provide management with ongoing feedback to management on problematic claims and their resolution.
• Conduct various customer surveys, collate customer information and ensure feedback to the relevant department to improve service.
• Ensure Customer Service Satisfaction is achieved as per AXA quality standards