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Customer Service Manager
hace 2 meses
The Customer Service Manager position is a critical role within the Claims Contact Center of AIG, responsible for leading a team of customer service agents and supervisors in providing exceptional service to internal and external clients. The successful candidate will be responsible for ensuring that all operations and interactions comply with company and local government rules and regulations.
Key Responsibilities- Staff management: Direct and manage teams of customer service agents and supervisors to ensure they are equipped to handle complex customer inquiries and provide timely and effective resolutions.
- Process monitoring: Ensure that agents follow established processes and procedures to ensure compliance with company and regulatory requirements.
- Training and development: Provide ongoing training and development opportunities to staff to ensure they are up-to-date with procedures and best practices.
- KPI monitoring: Monitor key performance indicators (KPIs) to ensure compliance with service level agreements and other performance metrics.
- Reporting: Prepare and present regular reports to management on team performance and areas for improvement.
- Excellent communication skills: Ability to effectively communicate with customers, staff, and management to ensure seamless service delivery.
- Collaborative: Ability to work collaboratively with cross-functional teams to achieve business objectives.
- Analytical thinking: Ability to analyze complex customer issues and develop effective solutions.
- Strong customer service skills: Ability to provide exceptional customer service and ensure customer satisfaction.
- Results-driven: Ability to drive results and achieve business objectives.
- Management efficiency: Ability to handle multiple priorities, organize work, and meet deadlines.
- Microsoft packages: Proficiency in Microsoft Excel, Word, and Outlook.
- Bachelor's degree in Administration, Engineering, or a related field.
- At least 1 year of experience in a customer service management role, preferably in the insurance industry.
- Excellent communication and leadership skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
AIG is a global leader in commercial and personal insurance solutions, with a reputation for delivering exceptional service to our customers. We are committed to creating a culture of belonging and inclusion, where everyone feels valued and respected. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
