Job Description
Job Objective
- This proposition plays a pivotal role in setting strategic direction and fostering teamwork among various departments to drive operational excellence and elevate customer satisfaction across all touchpoints
Key Roles and Responsibilities
Main Responsibilities
- Ensure to communicate effectively with other stakeholders, such as underwriting, claims, and sales, to resolve cross-functional issues and ensure a seamless customer experience
- Develop and implement training programs for team members to ensure they have the necessary skills and knowledge to handle customer interactions effectively
- Oversee the day-to-day operations of the customer care team, ensuring they meet service level agreements (SLAs) and performance goals
- Proactively introduce and promote AMI Life Care Service to policyholders, ensuring a comprehensive understanding of its benefits and features
- Ensure to involve policyholders in all aspects of after-sales service initiatives to elevate customer engagement and satisfaction
- Liaise between policyholders and AMI Life to ensure open and transparent communication
Other Responsibilities
- Maintain records in the Ticketing System and ensure all records are updated in a timely manner.
- Prepare customer care reports with highlighting performance metrics • Establish and monitor the performance KPIs to drive continuous improvement
- Other related tasks assigned by direct superior.
Job Requirements
Experience
- Minimum 5 years working experience in the relevance field.
- Experience in setting up and managing a team to fulfil day-to-day functions will be an advantage
- Customer care orientation
- Financial institution and Insurance Knowledge is preferable.
Competencies
- Excellent communication and presentation skills
- Excellent interpersonal and written and oral communication skills.
- English Language
- Microsoft Office Environment
- Team oriented, effectively interact with peers, management and other stakeholders.
Qualifications
- University Degree in Hospitality or any Business-Related Degrees/ MBA Preferable
- Relevant post graduate qualification is an added advantage