Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances.
Leads, coaches, develops, supports, and motivates all team members to achieve sales, service and operational goals.
Participate in the recruitment process, lead and motivate the team.
Monitor campaigns, promotions and events to ensure better customer management.
Handles special requests and unique customer situations promptly and effectively.
Demonstrates and explains effective sales and service techniques to team.
Communicates sales and service initiatives and expectations to team members.
Review staffing schedules on a daily basis to ensure effective scheduling.
Observes and monitors team performance throughout the day to ensure that sales & service standards achieved.
Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours.
Identifies high potential team members and promotes their development and advancement
Ensures that all team members receive their monthly coaching and annual performance appraisal on time.
Evaluate the effectiveness of business plans and recommend improvements
Oversee member rewards and recognition programs
Organize VOC meetings to discuss issues and updates (Capture of Voice of Customers/Staff)
Organize regular Training to ensure their understanding on products and processes
Participate in business review and revenue forecasting activities
Work closely with Trainer to provide supports to in-house/online training courses and on-the-job training as needed.
Host weekly meeting to share results and updates on Action Tracker to drive results
To support & implement any ad-hoc business projects as instructed by Line Manager
Clearly communicate the progress of Weekly/Monthly initiatives to internal stakeholders
Develop new business and/or identify areas of improvement to meet sales targets
Forecast and track key metrics (e.g. weekly and monthly sales results VS forecasts)
Requirement
Minimum of 3 years’ experience in a highly customer sales and service driven environment
Thai Nationality is preferable with excellence command of spoken and written English
Prior experiences in Auto Insurance with Non-life broker license will be advantaged
Analytical and conceptual thinking – using logic and reason, creative and strategic
Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills.
Proven work experience as Relationship Manager, Account Manager, Sales Account Manager, or relevant role
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization
Solid experience with CRM software (e.g. Salesforce) and MS Office will be advantaged
Experience delivering client-focused solutions to customer needs
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
Excellent listening, negotiation and presentation abilities
Strong verbal and written communication skills
BA/BS degree in Business Administration, Sales or relevant field
Skills
Sales
Salesforce
MS Office
Customer Service
Conceptual Ability
Functions
Customer Service
Job Overview
Job Type:
Full-Time
Company
Roojai
20 active jobs
Industry:
Other
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