Customer Service Manager

hace 7 días


Ciudad de México, Ciudad de México AIG A tiempo completo
About the Role

The Customer Service Manager position is a critical component of AIG's Claims Contact Center in Mexico, responsible for overseeing a team of 44 FTEs across five departments operating 24/7. The successful candidate will be responsible for ensuring the efficient and effective delivery of customer service, while maintaining compliance with company and local government regulations.

The ideal candidate will have a strong background in customer service management, with experience in leading high-performing teams and driving business results. They will be responsible for developing and implementing operational strategies to improve service quality and efficiency, while ensuring that all operations and interactions comply with company and local government rules and regulations.

The Customer Service Manager will be responsible for monitoring KPIs, providing ongoing training to staff, and making reports on efficiency and achievement of objectives for delivery to Management. They will also be responsible for ensuring that all staff follow company processes and procedures, and that all operations and interactions are compliant with company and local government regulations.

The successful candidate will have excellent communication and leadership skills, with the ability to handle multiple priorities and meet deadlines. They will also have a strong understanding of customer service principles and practices, as well as experience in managing teams and driving business results.

Key Responsibilities
  • Develop and implement operational strategies to improve service quality and efficiency
  • Ensure compliance with company and local government regulations
  • Monitor KPIs and provide ongoing training to staff
  • Make reports on efficiency and achievement of objectives for delivery to Management
  • Ensure that all staff follow company processes and procedures
Requirements
  • Strong background in customer service management
  • Experience in leading high-performing teams and driving business results
  • Excellent communication and leadership skills
  • Ability to handle multiple priorities and meet deadlines
  • Strong understanding of customer service principles and practices
About AIG

AIG is a global leader in commercial and personal insurance solutions, with a presence in over 70 countries and jurisdictions. We are committed to creating a culture of belonging, where everyone feels valued and respected. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities, and Employee Resource Groups (ERGs).

We are an equal opportunities employer and welcome applications from all qualified individuals, regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability, or any other legally protected categories.


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