Customer Care Manager

Key Accountabilities:

1. General Management (Call-Care-Complaint): 50%

• Responsible for the efficient and professional daily operations of the Customer Care team, ensuring both staff performance and effective operational systems.

• Develop short-term and long-term plans for the Customer Care team to meet company goals.

• Plan for resource allocation, staff training, and continuous improvement of operational procedures.

• Coordinate with other departments to optimize cooperation.

• Ensure efficient administrative procedures in the department, including accurate and timely reporting.

• Enhance staff performance through performance monitoring, issue resolution, system recommendations, and quality assurance measures.

• Monitor to ensure that all team members actively engage in Quality Service Management and Assessments.

• Review, evaluate, and improve service standards to exceed customer expectations.

• Participate in company projects.

• Set annual plans and budgets for team activities.

2. Complaint Handling: 15%

• Ensure that complaints are processed within the target turnaround time (TAT).

• Take a lead role in handling major complaints.

• Review all customer complaints to ensure they are resolved accurately, appropriately, and in accordance with company processes and regulations.

3. Customer Care Program: 15%

• Oversee daily activities of the Customer Care program.

• Analyze customer trends and provide recommendations to senior management to enhance service quality.

• Analyze the root cause of customer’s complaint and make recommendations to senior management to reduce customer’s complaint.

4. Call Center: 15%

• Oversee daily activities of the Call Center.

• Ensure the quality of calls, especially Welcome call.

• Analyze the root cause of incoming calls and make recommendations to senior management to proactively serve customers in other ways, thereby reducing incoming calls.

5. Other assignment: 5%

• Perform other tasks assigned relating to CC/CS team by CSH and C.Level from time to time.

• University degree

• Minimum 7 years of experience managing Customer Service (Call Center, Complaint Handling, Customer Care) in the insurance industry.

• Demonstrated accuracy, thoroughness, and strong organizational skills

• Ability to foster a productive work environment with a positive, team-oriented, and customer-focused approach

• Key skills: Expertise in Customer Service, Problem Solving, Presentation, Negotiation, Time Management, Project Management, and Leadership

• Strong communication skills: proficient in writing, speaking, and active listening.

• Fluent in English