Customer Service Manager

Essential Job Functions:

• Achieve the key performance indicators targets focusing on Customer Satisfaction, Schedule Adherence, Quality and Average handling time and ensure accurate reporting is provided by the staff
• Lead and role model the Cultural Goals of the organization in order to maximize staff engagement, attendance and retention
• Counsel/support the team on day-to-day operating activities. Act as a point of escalation for managing and resolving customer complaints, client enquiries and provider relationship issues
• Hold regular team/individual meetings to communicate process updates, review performance, provide effective feedback and set targets/priorities
• Attend regular calls/meetings with clients to review the performance and align on priorities
• Proactively identify and communicate ideas to improve customer satisfaction, processes and team’s engagement
• Contribute to recruiting quality candidates and developing training plans to address errors, service failures and skills gaps
• Succession planning to develop staff’s leadership skills required to manage the team effectively in the Team Leaders absence
• Work with the support services to ensure that each team member is fully equipped to effectively perform their role (workstation, IT hardware, access rights, etc.)
• Manage delegated duties within the wider Operations business in the achievement of the business and cultural goals
• Act as a role model in representing the Allianz Partners’ core values resulting in TRUST from all stakeholders
• Adhere and comply with the risk management and compliance obligations/processes

Essential Requirements:

To be successful in your application for this role you must possess the following minimum requirements:

• Bachelor degree in any field
• At least 5 years of Customer Relationship Management
• At least 2 years in Management position
• Able to use Microsoft Office for professional presentation and as reporting tools

Personal Attributes:

• Excellent interpersonal/communication skills, ability to build/maintain rapport with key stakeholders
• Ability to manage priorities and meet deadlines
• Flexible and accountable for business outcomes
• Be active listener, respect people’s point of view, open to feedback