Head of Customer Service

Job Duties

• Manage the day-to-day performance of the Contact Centre Operations to deliver the best-in-class Sales and Services including Renewal, Collection, Video inspection, meeting or exceeding all KPIs and within budget.
• Develop plans and offer insight and knowledge on the use of new tools and technologies within the contact centre: Telephony, CRM and WFM to create a cost-effective operation consistently achieving SLAs and Productivity.
• Lead, inspire and co-ordinate the contact centre stakeholders at all levels to create motivated and engaged colleagues as well as ensuring a high level of Employee Satisfaction.
• Act as the Voice of Customers, championing change and improvement across the customer experience, deliver cost efficiencies and increase Customer Satisfaction.
• Secondary role as Service Scrum Leader to work closely with Service Scrum Master to drive change and influence future change, lead projects to support and achieve improvements in both customers & users experience.
• Work closely with UW to ensure risk control and product lines delivery during the Sales, Renewal, and Inspection process.
• Taking initiatives to work with Marketing proactively to drive improvements on the end-to-end customer journey and associated customer experience.
• Work closely with HR and Trainer for the Recruitment, training, induction, and coaching strategy.
• Maintain the standard of ISO10002 on the process of complaint handling including planning, operation, and improvement.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Handle all ad-hoc projects/tasks as assigned by the Line Manager from time to time

Requirements

• Proven experience of leading a sales and service driven contact centre operation with experience of managing an operation through periods of significant growth or change.
• Excellent in communication and leadership skills to lead and motivate a growing and changing sales and service operation.
• The ability to engage with all levels across the wider business to achieve goals and objectives.
• Proficiency in English and Thai
• Having a Non-life insurance broker license is a must. The Non-life insurance broker license is one of the qualifications of this position. Failure to obtain a non-life insurance broker license within the probation period, it is deemed to be considered not to pass the probation.