Customer Contact, Specialist

AIA Group

Kuala Lumpur, Malaysia
Workforce management
Performance management
Customer satisfaction
To manage the operations, supervising a group of Customer Service Representatives to ensure that Customer Contact’s KPIs are met and that the level of service delivered by the team contributes to the overall customer satisfaction and customer loyalty

Job Summary

  • To manage the operations, supervising a group of Customer Service Representatives to ensure that Customer Contact’s KPIs are met and that the level of service delivered by the team contributes to the overall customer satisfaction and customer loyalty.
  • Develop and maintain a comprehensive Business Continuity Plan (BCP), including skillset adjustments to manage volume fluctuations.
  • Inspire and lead the team to achieve high levels of individual and collective performance and customer satisfaction.

Matching Summary

To manage the operations, supervising a group of Customer Service Representatives to ensure that Customer Contact’s KPIs are met and that the level of service delivered by the team contributes to the overall customer satisfaction and customer loyalty.

Skills & Requirements

Must-have

  • Workforce Management
  • Performance Management
  • Customer Satisfaction
  • Contact Center Operations
  • COPC standards

Nice-to-have

  • Healthier, Longer, Better Lives mission
  • Inspiring and supportive leaders
  • Conducive and harmonious working environment
  • Customer-centric culture

Key Requirements

  • Diploma or higher qualification
  • Minimum 5 years in contact center
  • Minimum 2 years supervisory/managerial role
  • Proven leadership capabilities

Work Rights

Not specified

Tailored Resume

Cover Letter