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Customer Care Manager

Posted on Jan 18, 2018

Professional Experience:
5+ years of managerial experience preferably in insurance

Key Responsibilities:
Main Functions: Ensure that the customer care standards are up to the expectation of policy holder and other stakeholders and in compliance with all applicable rules and regulations. Duties & Responsibilities: • Set a clear mission and deploy strategies focused towards that mission. • Directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives. • Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. • Build strong relationships with customers for new business development opportunities. • Develops service level standards focused on response times and issue resolution. • Develop a framework to implement the mission and strategies and maintain an orderly workflow according to priorities. • Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. • Align customer service activities and initiatives to support and enhance the objectives of the organization. • Manage hiring, training, retention and performance of the customer service team. • Ensure compliance with regulatory requirements impacting customer care function. • Oversee and maintain call center operations including its staff and statistics. • Collaborate with sales and marketing team to maximize revenues and customer loyalty. • Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time. • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants. • Analysing statistics or other data to determine the level of customer care the company is providing. • Involvement in staff recruitment and appraisals.

Required:
• Bachelor’s degree or its equivalent • 5+ years of managerial experience preferably in insurance • Must be a Saudi national