Team Leader – Customer Excellence
September 13, 2024 11:00 pm
Key Responsibilities
- Manage the Customer Excellence team, providing leadership, coaching, and guidance to ensure they are meeting performance targets.
- Develop and implement strategies to improve customer satisfaction and ensure customer retention.
- Analyse all customer feedback and use data and insights to identify opportunities for improvement in processes and procedures.
- Train new team members and ensure that they are up to date with the latest product and service information.
- Act as Complaints Coordinator for official complaints filed at the Ombudsperson for Financial Services.
Qualifications & Experience
- Minimum Bachelor’s Degree in Business Management or related field.
- At least 3 years of experience in a customer service environment.
- Exposure to insurance industry is an advantage.
Other Prerequisites
- Passionate, customer centric and proactive.
- Excellent interpersonal, presentation and communication skills.
- Ability to analyse data and use insights to drive process improvements.
- Able to effectively handle multiple tasks, organise workloads and meet deadlines.
- Strong problem-solving and decision-making abilities.
- Fluent in English & French (Oral and written).
- Be conversant with MS Office Tools and Customer Relationship Management (CRM) software.
Contact
Human Capital Department