Head Of Call Center And Complaint Handling

Job Purpose

The role will be to plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

The Job

• Prepare and distribute customer activity reports.
• Process orders, forms, applications and requests.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Provide pricing and delivery information.
• Deal directly with customers either by telephone, electronically or face to face respond promptly to customer inquiries.
• Record details of inquiries, comments and complaints.
• Record details of actions taken.
• Handle and resolve customer complaints.
• Perform customer verifications.
• Set up new customer accounts.
• Manage customers' accounts.
• Keep records of customer interactions and transactions.
• Organize workflow to meet customer timeframes.
• Conduct meeting with Sales team is related to Customer Service issues e.g., Welcome Call success rate.
• Direct requests and unresolved issues to the designated resource.

Our Requirements

• Possess good time management skills and is able to priorities work to ensure efficiency.
• Proficient with Microsoft Word & Microsoft Excel
• Possess good interpersonal skills and is customer focused.
• Possess good communication skills, both written and verbal.
• Ability to process requests timely and accurately.
• Keen to learn and positive work attitude.
• Take initiative to improve current state of things and adaptable to embrace new changes.
• Preferably 1 year experience in insurance or financial sector.
• High level of integrity, take accountability of work and good attitude over teamwork.
• Degree in any major
• Having working experience in Data Analytics will be advantages.
• Recent experience in a leadership role in insurance service.

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people’s lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.