Role Purpose:
Lead and manage the Customer Care function to ensure exceptional service delivery and end-to-end customer experience excellence across all customer touchpoints. Drive operational efficiency, customer satisfaction, and experience consistency, supporting sustainable business growth and regulatory compliance.
Job Description:
- Define and execute customer care strategies aligned with business objectives to enhance service quality, customer experience, and customer satisfaction.
- Oversee end-to-end customer service operations across all channels (e.g., telephone, email, Line, and online platforms), ensuring efficiency, accuracy, and compliance.
- Manage the team handling customer requests for insurance policy renewals and provide support for inquiries related to policy documents, endorsements, or overdue renewals. Additionally, assist with other customer-related activities and monitor abandoned calls to ensure timely follow-up and minimize service gaps.
- Drive initiatives to improve customer engagement, loyalty, and satisfaction through proactive service and experience-led improvements.
- Lead, coach, and develop the customer care team to foster a high-performance and customer-centric culture.
- Customer Experience & Journey Management
- Own and continuously improve end-to-end customer journeys, identifying pain points and opportunities to enhance customer experience across all touchpoints.
- Translate customer insights, feedback, complaints, and service data into actionable CX improvements.
- Partner with Product, Sales, Digital, and Operations teams to embed customer-centric design into processes, policies, and service models.
- Ensure consistent customer experience standards across channels (call center, digital, Line, email, and partners).
- Champion a customer-first mindset and CX culture across the organization.
Qualifications:
- Bachelor's degree or higher in Business Administration or related field.
- Minimum 810 years of experience in customer service management, preferably in insurance or financial services.
- Strong leadership and team management skills.
- Excellent communication, negotiation, and problem-solving abilities.
- Ability to manage operations under pressure and deliver results.
