Team Leader - Customer Service
AXA Insurance
Total years of experience :21 years, 1 Months
• Conducting coaching sessions with the team members.
• Preparing reports for KPIs.
• Taking staff attendance.
• Listing to calls for quality control and monitoring.
• Handling escalations from external and internal customers.
• Greeting and meeting walk-in customers and assisting them on their queries.
• Tending to customer inquiries & assisting the members with a variety of queries regarding their respective Health Insurance policies.
• Handling written correspondences from the members and responding in timely and prompt manner via email.
• Liaising with the concerned department to assist the members with their reimbursement claims.
• Coordinating with the production team to provide the member with Insurance Certificates and premium details for additions.
• Receiving Medical Provider Enquires and advising them regarding approvals and the policy benefits.
• Correlating with the medical board doctors for approval statues and informing them of any pending approval requests.
• Issuing Pharmacy Approvals and confirming medications eligibility for coverage.
• Maintain Knowledge related to the Company’s Products, Services, Benefits and respective processes to be able to satisfy Client needs
• Perform all administrative duties including correspondence, training coordination, bookkeeping, client relationship
• Updating records, Interacting with Customers, Seeking New Clients
• Work as the main point of contact for clients in the field of Advanced Driving Courses Liaised with the technical department to schedule the Course bookings - Advanced Driving Course
• Attending to Queries, - Email, Telephone and Walk in Clients
• Maintian and register the trainee on system (FOS)
• Taking all tasks in ABS(Appointment Booking System) where all the customer who purchased a vehicle in Al Futtaim Motor and wanted to send the vehicle for a service are being well assisted, set a schedule in our system, which will be forwarded to the service center.
• Responsible for the CSI (Costumer service Interview) for satisfaction inquiry of the costumer’s recent purchased products and our services from Plug-ins, Toyota, Lexus, Jeep, Chrysler, Honda, Volvo and Dodge. Not only in UAE but also in Oman, Qatar, Egypt and Saudi Arabia as well.
• Works include the Recovery: Taking Request from customer had an accident, gear lock and engine breakdown, take all information needed then send it the recovery team immediately to pull their car to our service center.
• Taking and Handling PlugIns complaints from the customer regarding product inquiry, delivery, Installation and Technician request and make sure its forwarded to the respective department.
• Writing and managing the distribution of surveys and questionnaires.
• Writing detailed reports and presenting results.
• Work includes mystery calls for research purpose.
• Preparing shifts duties and processes SOP’s
• Checking in and out hotel guests in a confident, professional and friendly manner.
• To promote efficiency, confidence, courtesy and extremely high standard of social skills.
• Responsible for shift schedule to include: work station assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations.
• Coordinate production startups, shutdowns, and changeovers. .
• Responsible to meet shift production goals.
• Responsible for quality control. Make adjustments as necessary during shift to produce product within specifications. Reject product outside of
specifications.
• Operate within standard operating procedures (SOPs) Communicate with other Shift Supervisors and Plant Manager.
• Ensure a clean and safe work area.
• Complete shift paper work.
• Checking in and out hotel guests in a confident, professional and friendly manner.
• To promote efficiency, confidence, courtesy and extremely high standard of social skills.
• Maintain an up to date knowledge of the hotel and local services, and ensures that a high level of customer service is consistently maintained.
• Receives guest calls in a professional and friendly manner, ensuring guest expectations are always exceeded.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Deals with complaints, taking action as appropriated and communicating to the Manager on Duty.
• Reporting directly to Front Office Manager.
•To provide auditing plans and auditing results for assessment.
• In charge of collecting, arranging and archiving information required by the HR Department from the time an employee joins the company.