- Ensure adaptability of new hires and their performance achieved to company requirements and set KPI.
- Handle and resolve difficult customer situations escalated from CCC by resourcefulness and creative in sourcing for solutions to complete task at hand with amicable results.
- Provide high levels of service delivery and contribute to expected team performance standard
- Maintain amicable work relationship with Call Center colleagues and business partners.
- Perform duties as an Acting Team Manager as and when required in the absence of Team Manager.
- Proactively seek feedback to facilitate improvements in customer service satisfaction and operational efficiency.
- Collaborate with the new hire or peers and Team Manager when formulating an action plan
- Assist ad hoc initiatives / projects / testing and implementation of new projects as and when delegated by management with versatility and focus to achieve the best possible results.
- Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system.
- Fulfill Call Centre expectations by meeting KPIs as set out in CEE KPIs.
- Role model to New hires and peers with excellent performance to case handling, initiatives and process improvements
- Coordinate changes with all parties (internal or external parties) to achieve maximum results required.
- Promote/cross-sell the company's products and services proactively when opportunity arises
- Perform additional or overtime duties during operational exigencies.
- Able to apply the right amount of detail in coaching / review with new hires
- Resourcefulness in case handling and projects assigned
- Complaints / Feedback and Compliment
- Productive coaching
- Briefing frequencies to new hires
- Adherence to Schedule and Punctuality
- Aux breaks
- Achieve Quality Score of 90% and above
- Average Handling Time
- Case handled within stipulated time frame
- Cross Sells – Renewal (conversion rate) / New Business enrolment
- Cross Sells – Personal Accident
- GCE O-Level to Diploma/Degree and equivalent or relevant Contact Centre customer service experience.
- Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
- Certificate in General Insurance preferred
- Health Insurance Certification would be an advantage
- Knowledge of Call Center Systems
- MS Office Application Suite
- Excellent customer service and communication skills
- Strong interpersonal skills
- Fluent in oral and written English
- Problem analysis and problem solving
- Customer service orientation
- Resilient, resourceful, displays strong initiative, self-directed and motivated.
- Able to apply the right level detail to task and initiatives
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Customer Experience Executive - Singapur, Singapore - AIG
Description
Get to know the business
General Insurance is a leading provider of insurance products and services for commercial
and personal insurance customers. It includes one of the world's most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through
a diversified, multichannel distribution network.
About the role
What you need to know:
Performance Measures
What we're looking for:
#LI-RO1
