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:

Submit your application at: http://www.allianz.com/careers~crlf~~crlf~


Recomendaciones de aplicación


¿Has encontrado el empleo perfecto? Trabaja en tu solicitud de empleo. ¡Tenemos algunas sugerencias!

Regístrate/inicia sesión en nuestro sistema de solicitudes y, en breve, recibirás un correo electrónico de confirmación. Rellena el formulario de inscripción. Puedes cargar tus datos a través de Xing. Encuentra más información sobre nuestras normas sobre contraseñas en nuestras preguntas frecuentes.

 Ten en cuenta que el sistema no puede procesar archivos ZIP, formatos PDD protegidos ni archivos adjuntos de más de 7 MB. Puedes cargar tus archivos en los siguientes formatos:

  • PDF
  • Formatos MS Office (Word, PowerPoint, Excel)
  • Graphics Interchange Format (.gif)
  • Joint Photographic Experts Group format (.jpeg)
  • Joint Photographic Group format (.jpeg)
  • Portable Network Graphics (.png)

Encuentra más información en nuestras preguntas frecuentes.

 

Inicia sesión en nuestro sistema de solicitud y revisa tu página de inicio personal para ver el estado de tu candidatura. Puedes publicar tu perfil para que nuestros reclutadores puedan encontrarte en el sistema y se pongan en contacto contigo. Encuentra más información en nuestras preguntas frecuentes.

¿No has podido encontrar el empleo adecuado? Te podemos ayudar con eso. ¡Regístrate para las alertas de empleo! Recibirás automáticamente una alerta de empleo personalizada cuando llegue a estar disponible un trabajo que encaje con tu experiencia e intereses. 

Cuando seas invitado a una primera entrevista, asegúrate de visitar nuestra página web para saber más acerca de Allianz como empleado, nuestra cultura y valores, así como para obtener información que te ayude a prepararte para la entrevista.

Si tienes problemas técnicos con nuestro sistema de solicitud, consulta nuestras preguntas frecuentes para obtener más información. ¿El problema todavía no se ha solucionado? Envía un correo electrónico con tu solicitud y una captura de pantalla completa con el mensaje de error a careers@allianz.com.

 

Nuestro salario emocional

Desarrollamos modelos de jornadas laborales que dan a nuestros empleados flexibilidad en la planificación y organización de su trabajo y tiempo libre.
Te animamos a desarrollar tus habilidades y construir tu carrera profesional en todas las funciones, países y entidades de Allianz.
Accede a nuestros programas de formación digital donde quieras, cuando quieras y siempre que los necesites.
Únete a una compañía global y real y explora nuestro ambiente internacional.
Nos preocupamos por tu salud y apoyamos tu bienestar.
Tu desempeño será reconocido con atractivas recompensas.


Descubre el equipo Allianz


"Afrontamos el reto de transformar las inquietudes del asegurado en soluciones efectivas, que le brinden tranquilidad y seguridad."




Rossana, Allianz España

Aplica a nuestras ofertas de empleo siguiendo 7 sencillos pasos.

También conocida como Allianz Asia Pacific, somos la oficina central regional que supervisa las entidades de vida y salud y otras entidades aseguradoras operando en Asia. (Inglés)
Conoce más