![FWD Insurance](https://media.trabajo.org/img/noimg.jpg)
Assistant Manager, Customer Relationship Management
2 weeks ago
How far out of the box are you willing to step up? At FWD Vietnam we offer unique opportunities within the insurance industry that are supported by an attractive rewards and recognition scheme.
KEY ACCOUNTABILITIES:
- Monitor performance of Outbound Team (both inhouse & outsourcing) through all outbound call's campaigns
- Operate & manage Voicebot's performance effectively & efficiency
- Participate and contribute to Operations projects/initiatives to improve the Customer experience via company's contact channels
- Improve continuously customercentricity mind set for every CRM staff, throughout any activities
- Be ready to back up for Inbound & Complaint Handling Team Leader to balance Call Center workload.
- Proactively prepare and manage the sensitive outbound call to mitigate the complaints and related issues.
- Proactively giving support to Complaint Handling team to manage and resolve complex customer complaints thru all contact channels
- Continuously improve call quality by conducting QC for inbound & outbound team
- Deliver the training and coaching for new joiners, upskill junior staffs and the whole team focusing on product mastery and technical knowledge with specific & proper training roadmap designation.
- Other tasks as assigned.
- University Graduation;
- Economics, Banking or Finance is preferable
- LOMA certificate (ACS, PCS) is preferable
- Experience in innovation, automation, system enhancement project is a plus
- Experience in Customer Services, Call Center or Operations of Life Insurance industry
- At least 3year experience in team leader position
- Strong Customer Service mindset
- Strong team's management skills
- Good communication in both Vietnamese & English
- Interpersonal skills and high teamwork spirit
- Logic thinking & strong analytic skills
- Time management skill
- Having presentation skill
- Highly committed, wellorganized, patient, and diligent
- Able to deliver works under tight deadlines and heavy pressures
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