Team Leader Customer Experience

Education

• High quality customer engagements on the CX channels through Quality Assurance (QA), Surveying, Training & Capacity Building, Effective supervision, Performance Management, etc.
  
• High customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, etc.
  
• Improve process efficiency to deliver high customer experience as outlined in the Customer Service Charter, and Customer Service Processes Manual.
  
• Training, mentoring and coaching of staff to maintain a highly motivated, competent and customer-oriented team.
  

The following detailed outputs are required from this role.

• Driving high performance of the CX team as per the set targets/parameters through effective supervision.
  
• Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
  
• Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
  
• Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
  
• Effective complaints management (internal & external/regulatory/legal).