Customer Service Manager

Allianz Asia Pacific

We are looking are someone who is obsessed with customer service, tenacious, able to work with little supervision and be given room to grow. ~crlf~~crlf~Are you ready to join Allianz Insurance Singapore (AIS) in this exciting new journey with a top global insurer?~crlf~~crlf~This role primarily is to supervise and manage the performance of Customer Care Agents with Service-to-Sales responsibilities. We are on a lookout for a leader that leads by example and not be afraid to take on challenges with limited resources armed with an awesome lot of passion for our customers. The role currently supports one distribution channel and will evolve to cover four other distribution channels as our business expands its market share.

•~crlf~This role will report to the Head of Contact Centre and will have 3 - 5 Telesales agents reporting to him/her for managing inbound phone and emails. ~crlf~•~crlf~The support mode of communication may extend to cover chat and other digital communications.~crlf~•~crlf~He/She must lead new processes/procedures by testing them himself/herself before cascading to team members.~crlf~•~crlf~Act as a liaison between the customers and our external partners/brokers/agents.~crlf~•~crlf~Develop and deliver service training materials with the focus on consistent delivery of excellent customer experience.~crlf~•~crlf~Responsible for Service KPIs as well as Service-to-Sales conversions. ~crlf~•~crlf~Lead and manage day-to-day BAU service operations including complaint management, team escalations and resolving blockers for the team members.~crlf~•~crlf~Ensure individual agent QA, KPIs and responsibilities are met/exceeded.~crlf~•~crlf~Work independently and take ownership of issues, tactful resolutions of queries and escalations from customers.~crlf~•~crlf~Ensure full compliance to procedures and processes.~crlf~•~crlf~Develop and enhance call scripts.~crlf~•~crlf~Develop and manage team performance reports, incentive and commission structures.~crlf~•~crlf~Analyse contact centre data to identify service gaps, improve service delivery or initiate areas for planning. ~crlf~~crlf~

•~crlf~Minimum Diploma in business, commerce, marketing or other relevant studies.~crlf~•~crlf~5 - 10 years of contact centre team management experience, preferably in insurance and banking organisations. ~crlf~•~crlf~Has relevant experience in contact centre sales and service as a team leader or manager.~crlf~•~crlf~Prior experience in handling and selling Life and GI products. ~crlf~•~crlf~Ability to work with ambiguity and proactively seeking answers while maintaining a calm disposition to resolve cases with demanding TATs.~crlf~•~crlf~Ability to work under stress, independent thinker, problem solver and innovative.~crlf~~crlf~~crlf~*Certifications required~crlf~~crlf~•~crlf~Personal General Insurance (PGI)~crlf~•~crlf~Basic concept of principle (BCP)~crlf~•~crlf~Health Insurance (HI)~crlf~•~crlf~Commercial General Insurance (Comm-GI)~crlf~~crlf~*Candidates without the full insurance certifications may apply and must produce all certifications prior to the offer of employment.~crlf~~crlf~

Note to Recruitment Agencies ~crlf~~crlf~In sourcing for candidates, Allianz works only with selected recruitment agencies expressly engaged under written agreements and specifically mandated for particular roles by the Allianz HR team. ~crlf~~crlf~Allianz shall not pay or be obliged or liable to pay any recruitment fees of any kind to any recruitment agency where candidate CVs are submitted to Allianz by such recruitment agency on an unsolicited or speculative basis. Notwithstanding the above, in the event that any recruitment agency submits any candidate CVs on an unsolicited or speculative basis, Allianz reserves all rights to directly contact any candidate to which such CVs relate without any obligation or liability whatsoever to the recruitment agency concerned (including without limitation any obligation or liability to pay any recruitment fees of any kind).

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 85 million private and corporate customers and more than 142,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

Allianz Insurance Management Asia Pacific Pte Ltd seeks a talented and highly-motivated individual to join our organization as:

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Also known as Allianz Asia Pacific, we are the regional head office overseeing the Life and Health and General Insurance entities in Asia.