Customer Care Team Lead

1 week ago

กรงเทพมหานคร, Thailand Ancor Full time

We are working with a leading Insurance Technology company for a **Customer Care Team Lead **position

**In this position you will**

Play a pivotal role in driving customer satisfaction and retention. You will manage and monitor and analyze key performance indicators (KPIs) related to claim processes, engagement, and satisfaction. You'll then leverage these insights to present actionable reports to local and regional Operations Heads, collaborate closely with cross-functional teams to identify areas for improvement, and develop and execute comprehensive plans to address customer needs and concerns.

**You will be responsible for**
- Leading the team that handles claim processes of all products to meet the service commitments.
- Supporting Customer Care Manager to lead the team to deal with the complaint handling and its resolution and then providing the recommendations to wider team in avoiding the same complaint occur in future.
- Conducting quality assessment of customer care officer in handling claim in structured process as per SOP.
- Identifying opportunities and initiating steps that will enhance customer experience and share the ideas to Operations Head or Customer Engagement Manager
- Supporting and driving implementation of Customer Experience Measurement and Customer Feedback tools (e.g., Qualtrics, Meltwater etc.) across key customer touchpoints.
- Supporting review of customer complaints summaries from business stakeholders on quarterly basis

**For you to be successful**

...We expect you to be able to demonstrate the following key competencies:
Impactful
- Has a clear understanding of team’s objectives and aligns efforts to these.
- Maintains commitment to achieving goals in the face of obstacles.

Customer Focus
- Understands the importance of customer feedback and appreciates their points of view.
- Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
- Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption

Curious
- Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team.
- Understands the value of knowledge sharing and seeks learning in areas beyond own area of focus.

Communication
- Communicates clearly and actively listens to others.
- Provides others with information they need in a timely manner.
- Communication is specific and fact based using a style appropriate for the audience.

**You will require the following qualifications and skills**
- Bachelor’s Degree in relevant fields with minimum 3 years of relevant experience, preferably within customer experience and claim processing experience.
- Proven experience in transformation of customer operations and services, leading to measurable improvement.
- In depth experience working on successful customer-centric work across physical and digital channels
- Strong understanding of insurance products, market trends, customer demands
- Strong understanding of Agile teams, processes, principles, and ways of working
- Proficient in Microsoft suite (e.g., Power Point, Excel, Word)
- Proficient in English (oral and written)

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