Customer Service Supervisor

1 day ago

กรงเทพมหานคร, Thailand April Asia Pacific Full time

For over 30 years, APRIL International Care has been specializing in international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses. With teams across Asia, Europe, and the Americas, we look after our members wherever they are to make sure they have access to the best care.

We are part of the APRIL Group, a global insurance specialist with 2,300 staff in 16 countries.

To sustain the growth of the company as well as the expansion of our services we are currently looking for a **Customer Service Supervisor - Mandarin/Thai/English Speaker**

Your responsibilities will be to provide support to incoming requests of our clients whether individuals or companies.

**Your primary responsibilities will be to**:

- Act as the primary contact for VIP individual members, intermediary and corporate clients, always maintaining a professional and courteous attitude.
- Manage a team of assigned customer service representatives and ensures they comply with company guidelines, particularly related to the quality of service.
- Train staff in the areas of customer service and company policies.
- Monitor the performance of the Customer Service Representative.
- Ensure that representatives are informed about changes to company products and services.
- Ensure the VIP groups are within SLA and following up with different departments.
- Manage the flow of UEX and ensures within SLA.
- Monitor or review calls or other correspondence between representatives and customers.
- Manage complaints, record keeping, and escalation procedures.
- Develop standard work procedures.
- Identify opportunities to update or improve customer service procedures and make recommendations to Management.
- Build and maintain strong customer relations with intermediary brokers.
- Perform other related duties as assigned.

**The successful applicant will have**:

- 5+ years of customer service experience, preferably in Healthcare Insurance.
- A passion and talent for client service and the desire to solve issues.
- The ability and proactivity to adopt First Call Resolution, addressing the customer's need the first time they call.
- Excellent interpersonal and communication skills, passionate about customer service.
- Excellent proficiency in English and Mandarin/Cantonese.
- A great sense of accuracy and work ethics.
- Able to work independently with structure and methodology.
- Able to pass the OIC Examination
- Able to pass the Singapore PGI/BCP/HI examination

**What we offer**:

- More than a job you will get opportunities for growth and progression
- You will be coached and trained by a professional expert in their field
- You will be working for six countries in the region
- You will be joining a young and diverse team of professionals
- A comprehensive set of benefits including health insurance and a competitive reward scheme

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