Customer Service Team Lead

Entity: Allianz Insurance Singapore
Within a span of just four years, Allianz Insurance Singapore (AIS) has emerged as the fastest-growing General Insurance company, achieving an unprecedented level of success. Since its inception in Singapore, AIS has consistently doubled its revenue year on year, a testament to its unwavering dedication to excellence. AIS takes great pride in being certified as a Great Place to Work, a reflection of our commitment to fostering a thriving and employee-driven business culture.

Description:

To oversee and guide the customer service team in delivering exceptional support to clients by ensuring efficient handling of inquiries and policy-related concerns. The role focuses on maintaining high service standards, driving team performance, ensuring compliance with insurance regulations, and fostering a customer-centric environment. The objective also includes identifying process improvements, training team members, and resolving escalated issues to enhance customer satisfaction and contribute to the company’s overall success.

Key Responsibilities:

• Lead and manage day-to-day BAU service operations including call handling(following call schedule), complaint management, team escalations and resolving blockers for the team members ensuring timely resolution and customer satisfaction.
• Lead, coach and mentor a team of customer service representatives to deliver excellent customer service and achieve performance targets.
• Responsible for Service KPIs as well as Service-to-Sales conversions. 
• Ensure individual agent QA, KPIs and responsibilities are met/exceeded 
• Collaborate with other departments to ensure seamless customer experiences and efficient operations.
• Conduct regular refresher training sessions to enhance team members' knowledge and skills in general insurance products and services.
• Work independently and take ownership of issues, tactful resolutions of queries and escalations from customers
• Ensure full compliance to procedures and processes

Qualifications and Skills:

• Diploma / Degree in any field
• Must be COMGI, BCP, PGI and HI certified
• Minimum 5 years of experience in General Insurance call center environment
• Contact Center team lead experience, preferably in insurance and banking organizations
• Possess knowledge and understanding of the service to sale model
• Ability to work independently and collaboratively in a fast-paced environment
• Excellent problem-solving and analytical abilities to address customer concerns and find appropriate solutions
• Excellent customer service phone etiquette
• Strong verbal / written communication skills with the ability to listen actively and respond appropriately to customer needs
• AI-Skills e.g. ChatGPT and Microsoft CoPilot an advantage

96396 | Customer Services & Claims | Professional | Non-Executive | Allianz Singapore | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer.
 
We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions.
 
Together, we can build an environment where everyone feels empowered and confident to explore,  grow and to shape a better future – for our customers and for the world around us.
 
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture.
 
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
 
Join us. Let's care for tomorrow.