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Customer Service Senior Manager

Full Time
Allianz - 
New Cairo, CairoPosted 4 years ago
233Applicants for1 open position
  • 31Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • 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. 
  

Job Requirements

  • Total years of 10-15 years of experience for the senior manager – customer service
  • 5-7 years are in customer service and the rest with operational or Digital solutions experience.
  • Experience with insurance sales (generating sales leads would be a plus) / OPS is an asset.
  • Experience in handling Retail customers.
  • Experience in the financial sector.
  • Digital solutions background.
  • Experience in communication with customers via different channels/communication with different internal departments.
  • Familiar with CRM systems.

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