Customer Service Manager

1 week ago

กรงเทพมหานคร, Thailand Allianz Partners Full time

**Role Purpose**:
As the Customer Service Manager within our Contact Centre Operations Team, you will be responsible for maintaining relationships with customers, internal stakeholders and external stakeholders and ensuring high standards of customer service is provided.

**Key responsibilities include**:

- Achieve the key performance indicators targets focusing on Customer Satisfaction, Schedule Adherence, Quality and Average handling time and ensure accurate reporting is provided by the staff
- Lead and role model the Cultural Goals of the organization in order to maximize staff engagement, attendance and retention
- Counsel/support the team on day-to-day operating activities. Act as a point of escalation for managing and resolving customer complaints, client enquiries and provider relationship issues
- Hold regular team/individual meetings to communicate process updates, review performance, provide effective feedback and set targets/priorities
- Attend regular calls/meetings with clients to review the performance and align on priorities
- Proactively identify and communicate ideas to improve customer satisfaction, processes and team’s engagement
- Succession planning to develop staff’s leadership skills required to manage the team effectively in the Team Leaders absence
- Work with the support services to ensure that each team member is fully equipped to effectively perform their role (workstation, IT hardware, access rights, etc.)
- Adhere and comply with the risk management and compliance obligations/processes
- Completed University qualifications
- Years of experience having Customer Relationship Management or Management position
- Language proficient in English and Thai, having other languages beneficial
- Able to use Microsoft Office for professional presentation and as reporting tools
- Excellent interpersonal/communication skills, ability to build/maintain rapport with key stakeholders
- Ability to manage priorities and meet deadlines
- Flexible and accountable for business outcomes
- Be active listener, respect people’s point of view, open to feedback

**What we offer**

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

42308 | Customer Services & Claims | Management | Non-Executive | Allianz Partners | Full-Time | Permanent


**Job Level**:
Management

**Location**:

- BKK, Bangkok, TH, 10400**Area of Expertise**:
Customer Services & Claims

**Unit**:
Allianz Partners

**Employing Entity**:
AWP SERVICES THAILAND Co., Ltd

**Job Type**:
Full-Time

**Remote Job**:
Hybrid working

**Employment Type**:
Permanent

**ID**:
42308

**Position Cluster**:
Non-Executive

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