Customer Service - Supervisor

Department / Bộ phận : Operations
Reports to / Báo cáo đến : Manager, Customer Service
Job Scope / Position Summary / Phạm vi công việc
The role is designed to oversee all activities of Customer Service Department to provide innovative and excellent services, Best Practices in customer service.
Main Responsibilities / Những nhiệm vụ chính trong công việc
- Supervise the Customer Service with excellence service as well as professional working manner and conduct training plan of insurance's knowledge or skill to build strong, enthusiasm and professional team.
- Inspiring assigning tasks and duties to staffs and managing staffs towards achievement of the Department targets and Company goals; training staffs to ensure that they full fill their works effectively, developing and empowering staff for optimum performance.
- Collaborate and maintain the relationships with other Departments and partner & stakeholders (if any) to smoothly resolve customer issues and effectively handle all requirements or complicated complaint from - customer or agent in accordance with Call Center guidelines and standard.
- Responsible for handling On Call duty effectively, to ensure to complete all sale support program with excess expectation; attending to policyholders who insist on speaking to higher authority when there is a grievance and resolve difficult situation at the Call Center.
- Take a leadership role on ad-hoc projects to support the achievement of Division targets and Company goals assigned by supervisor.
- Responsible for CS reports frequency and ad-hoc.
- Willing to work with high pressure; adapt the excellent customer service and well support sale department for working after working hours, weekends or holidays according to required from company (when needed).