[chubb Life] Assistant Manager, Customer Experience

**Position Objective**:
Assistant Manager, Customer Experience Management is responsible for overseeing and managing all aspects of customer care within Chubb Life Vietnam. This role entails leading a team of customer service representatives to ensure exceptional customer experiences, handle inquiries and issues, and maintain high levels of customer satisfaction and service quality.

Assistant Manager, Customer Experience Management plays a crucial role in ensuring customer satisfaction, maintaining positive customer relationships, and continuously improving customer care operations. Their leadership and expertise contribute to the overall success and reputation of the organization in delivering outstanding customer service.

**Responsibilities**:

- Lead, train, and manage a team of customer service representatives to provide exceptional customer care and support.
- Develop and implement customer care strategies, policies, and service quality procedures to optimize the customer experience and meet or exceed service level targets.
- In charge of operations for customer care program from gift productions and shipping, gift status, customer feedback of the program
- Resolve escalated customer issues efficiently and effectively, demonstrating a high level of professionalism, empathy, and quality.
- Ensure prompt and accurate response to customer inquiries, complaints, and feedback, through various communication channels.
- Collaborate with cross-functional teams, such as sales, operations, and marketing, to address customer needs and improve overall customer satisfaction, service quality, arrange customer appreciation events.
- Establish and maintain performance metrics, Key Performance Indicators (KPIs), and service level agreements (SLAs) to monitor and evaluate customer care team performance and service quality.
- Conduct regular coaching sessions, performance evaluations, and professional development initiatives for customer service representatives.
- Implement quality control measures to ensure consistent delivery of exceptional customer care, including call monitoring and feedback sessions.
- Analyze customer data, feedback, and trends to identify opportunities for process improvement and proactively address potential issues.
- Stay updated on industry best practices and technologies related to customer care and introduce innovative solutions to enhance the customer experience.
- Prepare insightful reports and presentations for senior management, providing key performance metrics, customer feedback, and recommendations for process enhancements.

**Requirements**:

- Bachelor's degree in business administration, marketing, or a related field. Advanced degree is a plus.
- Proven experience as a customer care assistant manager or a similar leadership role, preferably in a fast-paced customer-centric environment.
- Excellent leadership and team management skills, with the ability to motivate and develop a high-performing customer service team.
- Strong interpersonal and communication skills, both written and verbal, with the ability to empathize and build rapport with customers.
- Analytical mindset with the ability to interpret customer data, metrics, and feedback to drive insights and improvements.
- Proficient in using customer relationship management (CRM) systems and other relevant tools to manage customer interactions.
- Excellent organizational and time management skills, with the ability to prioritize tasks and handle multiple customer inquiries simultaneously.
- Adaptability and resilience to work in a dynamic and fast-paced environment, managing changing priorities and customer needs.
- Strong problem-solving and decision-making abilities, with a focus on resolving customer issues promptly and effectively.
- Knowledge of industry best practices and trends in customer care, with an emphasis on continuous improvement and delivering exceptional experiences.