Customer Service Senior Manager

About the Job

• Evaluates, measures and supervise the performance of CS representatives at Head Office and all other SSCs and report accordingly

• Initiate solutions and alternatives for difficult situations together with the accurate follow up on service standards.

• Responsible of obtaining, approve the business forms/Memo and the escalation process.

• Handle hard calls in order to keep and exceed the client's satisfaction and responsible of the implementation of the universal desk unit that include Non-Technical endorsement, P&C issuance and renewal.

• Participate in selection of new employee for the universal desk.

• Appraising the performance of subordinates and providing performance feedback.

• Prepare reply for all kind of complaints or requests if required.

• Assessing the training needs of subordinates, arranging needed training and other performance development initiatives.

• Develop monthly KPI reports to measure performance regarding service levels and derive reports of the service standards and achievements to ensure consist high quality of service.