L&h Customer Service Representative

3 days ago

ปทมวน กรงเทพมหานคร, Thailand อลิอันซ์ อยุธยา Full time

**Your Day at Allianz Ayudhya***:
1) Performance and Quality Management
- Lead and manage team in providing information and handling the incoming calls with quality of services and in agreed KPIs and timely manner in order to meet and exceed customer satisfaction level measured by Bottom Up and Top Down NPS
- Check the correctness and quality of responding in accordance with script (introduction, body and conclusion) and provide feedback to improve the quality from time to time
- Record the information regarding to all services are delivered to customers and transaction into the system
- Monitors calls/activities as necessary to ensure that performance standards are being meet.
- Perform as workload manager to monitor call center performance closely with a concept "Steer call during peak and non-call during idle time" and assist manager in order to achieve the correct balance between KPIs and SLA s with available resources

2) Call Center System Management
- Audit Call Tracking System on a daily basis to ensure the readiness of system to provide the highest level of service and no waiting / drop calls
- Record the information regarding to all services are delivered to customers and transaction into the system
- Closely monitor daily reports and share productivities in team with transparency
- For those with non-call resolution, will register and escalate to Functional Units in Tracking Service
- Request - Footprints program
- Provide information and advice to improve productivity

3) Complain Management
- Lead and manage to serve as a primary contact person in responding to the enquiries of customers and Sales Distributors
- Support to solve the problems/ issues for day-to-day business
- Provide information and advice in responding to the enquiries with level of service that exceeds their expectation
- Assist and handle the complex or difficult complaints to ensure the customers satisfaction

4) Collaboration with HR and Training Management
- Training the new comers with step by step and ensure the readiness before moving forward
- Prepare and provide training regarding to customer services policies, processes and procedures
- Supervise and ensure that all team members perform tasks in accordance with the relevant policies, processes, procedures and build skill to fulfil customer requirement
- Supervise and support team to solve the complex, very high difficult customer or out of policy operations problems

**Must Have**:

- Bachelor’s Degree in Business Administration, Accounting & Finance or related fields
- Minimum 3 years of experience in insurance operations, customer services, or other related field

**Nice to Have***:

- Insurance Industry & Company Products
- Customer service managerial skill
- Experience with quantitative and qualitative data analysis and relevant software (e.g. Python, R, Matlab)
- Knowledge of web analytics tools (e.g. Adobe Analytics, Google Analytics)
- Knowledge of Content Experience Platforms (CEP, e.g. Uberflip, Adobe Experience Platform)
- Knowledge of data visualization tools (e.g. Tableau, MS PowerBI, Qlickview, SAS Visual Analytics)
- Knowledge of personalization and testing tools (e.g. Adobe Target, Optimizely, Google Optimize, Monetate, Evergage)
- Technical acumen with digital channel (e.g. web, mobile, chat)
- Knowledge of user experience (UX) principles and processes
- Knowledge of managing data in cloud-based data platforms like AWS, Google Cloud, Azure
- Understanding of web languages like JavaScript, HTML, CSS
- Knowledge of technologies that digital platforms rely (e.g. Node, React and JavaScript, NoSQL)
- Let’s care for tomorrow. For a career with plenty of room to grow. Care to join us?_

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