Customer Care ManagerCông ty TNHH Bảo hiểm Hanwha Life Việt Nam
Nơi làm việc: Hồ Chí Minh
Ngành nghề: Quản lý điều hành, Lương cao, Giao Dịch Khách Hàng, Dịch vụ
Thu nhập: Thỏa thuận
Hình thức: Toàn thời gian
Ngày đăng: 05/11/2024
Hạn nộp: 04/12/2024
Mô tả công việc
Key Accountabilities:
1. General Management (Call-Care-Complaint): 50%
• Responsible for the efficient and professional daily operations of the Customer Care team, ensuring both staff performance and effective operational systems.
• Develop short-term and long-term plans for the Customer Care team to meet company goals.
• Plan for resource allocation, staff training, and continuous improvement of operational procedures.
• Coordinate with other departments to optimize cooperation.
• Ensure efficient administrative procedures in the department, including accurate and timely reporting.
• Enhance staff performance through performance monitoring, issue resolution, system recommendations, and quality assurance measures.
• Monitor to ensure that all team members actively engage in Quality Service Management and Assessments.
• Review, evaluate, and improve service standards to exceed customer expectations.
• Participate in company projects.
• Set annual plans and budgets for team activities.
2. Complaint Handling: 15%
• Ensure that complaints are processed within the target turnaround time (TAT).
• Take a lead role in handling major complaints.
• Review all customer complaints to ensure they are resolved accurately, appropriately, and in accordance with company processes and regulations.
3. Customer Care Program: 15%
• Oversee daily activities of the Customer Care program.
• Analyze customer trends and provide recommendations to senior management to enhance service quality.
• Analyze the root cause of customer's complaint and make recommendations to senior management to reduce customer's complaint.
4. Call Center: 15%
• Oversee daily activities of the Call Center.
• Ensure the quality of calls, especially Welcome call.
• Analyze the root cause of incoming calls and make recommendations to senior management to proactively serve customers in other ways, thereby reducing incoming calls.
5. Other assignment: 5%
• Perform other tasks assigned relating to CC/CS team by CSH and C.Level from time to time.
1. General Management (Call-Care-Complaint): 50%
• Responsible for the efficient and professional daily operations of the Customer Care team, ensuring both staff performance and effective operational systems.
• Develop short-term and long-term plans for the Customer Care team to meet company goals.
• Plan for resource allocation, staff training, and continuous improvement of operational procedures.
• Coordinate with other departments to optimize cooperation.
• Ensure efficient administrative procedures in the department, including accurate and timely reporting.
• Enhance staff performance through performance monitoring, issue resolution, system recommendations, and quality assurance measures.
• Monitor to ensure that all team members actively engage in Quality Service Management and Assessments.
• Review, evaluate, and improve service standards to exceed customer expectations.
• Participate in company projects.
• Set annual plans and budgets for team activities.
2. Complaint Handling: 15%
• Ensure that complaints are processed within the target turnaround time (TAT).
• Take a lead role in handling major complaints.
• Review all customer complaints to ensure they are resolved accurately, appropriately, and in accordance with company processes and regulations.
3. Customer Care Program: 15%
• Oversee daily activities of the Customer Care program.
• Analyze customer trends and provide recommendations to senior management to enhance service quality.
• Analyze the root cause of customer's complaint and make recommendations to senior management to reduce customer's complaint.
4. Call Center: 15%
• Oversee daily activities of the Call Center.
• Ensure the quality of calls, especially Welcome call.
• Analyze the root cause of incoming calls and make recommendations to senior management to proactively serve customers in other ways, thereby reducing incoming calls.
5. Other assignment: 5%
• Perform other tasks assigned relating to CC/CS team by CSH and C.Level from time to time.
Yêu cầu
• University degree
• Minimum 7 years of experience managing Customer Service (Call Center, Complaint Handling, Customer Care) in the insurance industry.
• Demonstrated accuracy, thoroughness, and strong organizational skills
• Ability to foster a productive work environment with a positive, team-oriented, and customer-focused approach
• Key skills: Expertise in Customer Service, Problem Solving, Presentation, Negotiation, Time Management, Project Management, and Leadership
• Strong communication skills: proficient in writing, speaking, and active listening.
• Fluent in English
• Minimum 7 years of experience managing Customer Service (Call Center, Complaint Handling, Customer Care) in the insurance industry.
• Demonstrated accuracy, thoroughness, and strong organizational skills
• Ability to foster a productive work environment with a positive, team-oriented, and customer-focused approach
• Key skills: Expertise in Customer Service, Problem Solving, Presentation, Negotiation, Time Management, Project Management, and Leadership
• Strong communication skills: proficient in writing, speaking, and active listening.
• Fluent in English
Quyền lợi
Thưởng
Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package
Chăm sóc sức khoẻ
Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment)
Provide an advanced Health Medical pre-check-up from the 1st week of your probation
Nghỉ phép có lương
16 Annual leaves
Xem thêm
Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package
Chăm sóc sức khoẻ
Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment)
Provide an advanced Health Medical pre-check-up from the 1st week of your probation
Nghỉ phép có lương
16 Annual leaves
Xem thêm
Thông tin khác
NGÀY ĐĂNG
[protected info]
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Call Center Management, Complaint Handling, Customer Care, Leadership, Life Insurance
LĨNH VỰC
Bảo hiểm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
7
QUỐC TỊCH
Không hiển thị
Xem thêm
[protected info]
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Call Center Management, Complaint Handling, Customer Care, Leadership, Life Insurance
LĨNH VỰC
Bảo hiểm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
7
QUỐC TỊCH
Không hiển thị
Xem thêm
Giới thiệu công ty
Công ty TNHH Bảo hiểm Hanwha Life Việt Nam việc làm
83 Lý Thường Kiệt, Hoàn Kiếm, Hà Nội
Quy mô: Từ 26 - 100 nhân viên
Việc làm tương tự
Nhân Viên Chăm Sóc & Bán Hàng Qua Điện Thoại | Hồ Chí Minh
Công ty TNHH transcosmos Việt Nam
Lên đến 11.6 triệu VND/ tháng
Hồ Chí Minh
18/12/2024
[HCM] Chuyên Viên Tư Vấn Sữa Dinh Dưỡng Trẻ Em, Mẹ Bầu, Người Cao Tuổi (Thu Nhập Upto 20 triệu)
Công ty TNHH Việt Nam Concentrix Services
10 triệu - 20 triệu VND/Tháng
Hồ Chí Minh
18/12/2024
Chuyên Viên Tư Vấn Khoá Học & Chăm Sóc Học Viên | ZIM Academy
CÔNG TY CỔ PHẦN EDUVATOR - Hệ thống Anh ngữ ZIM (ZIM Academy)
15 - 30 triệu VND/tháng
Hà Nội, Hồ Chí Minh, Đà Nẵng, Bà Rịa - Vũng Tàu
16/12/2024
Chuyên viên Xúc tiến Kinh doanh Nền tảng Quản lý Giáo dục
Công ty cổ phần MISA
Từ 8 triệu VND
Hà Nội, Hồ Chí Minh
04/12/2024
Nhân Viên CSKH Tổng Đài Dự Án Ahamove
CÔNG TY TNHH VIỆT MỸ - SSU
6.5 - 8.3 triệu
Hồ Chí Minh
30/11/2024
Nhân Viên Chăm Sóc Khách Hàng
CÔNG TY CỔ PHẦN KAPLA VIETNAM
Trên 6 triệu
Hồ Chí Minh, Bình Dương, Hòa Bình
15/12/2024
Nhân Viên Chăm Sóc Khách Hàng - Ahamove
CÔNG TY TNHH VIỆT MỸ - SSU
6 - 8.3 triệu
Hồ Chí Minh
04/12/2024
Vị trí Customer Care Manager do công ty Công ty TNHH Bảo hiểm Hanwha Life Việt Nam tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Thỏa thuận, tìm thêm việc làm về Customer Care Manager hoặc công ty Công ty TNHH Bảo hiểm Hanwha Life Việt Nam ở các link phía trên
Giới thiệu công ty
Công ty TNHH Bảo hiểm Hanwha Life Việt Nam việc làm
83 Lý Thường Kiệt, Hoàn Kiếm, Hà Nội
Quy mô: Từ 26 - 100 nhân viên