Customer Service Lead

Job description

Job Overview:

The Customer Service Process Lead is responsible to ensure that every member of the Customer Service team deals with customers in the prescribed manner and escalate and address complaints, issues and queries of clients via email, telephone or website. The incumbent will also ensure close, professional and efficient relation and solutions according to Nextcare's standards.

 

What you do:

Responsibilities will include, but are not limited to, the following:

·  The main point of contact for all queries, issues, or complaints.
·   Delegates or distributes work fairly amongst team members and ensure every member of the team addresses customer queries in the prescribed manner, in line with the company standards.
·  Ensures close, professional and efficient relations with Nextcare's customers and that Nextcare is represented with them at all times.
·  Understands the customer’s needs and improve their satisfaction, and get their comments on the services provided by Nextcare.
·  Conducts periodic quality assurance audits on the process followed in complaints resolution.
·  Addresses complaints/issues posted by clients on the Nextcare website.
·  Assist other departments in difficult times on specific tasks related to client relations.
·  Assist providers in solving their problems: Handle Problems related to providers, and channel them to concerned departments when needed. Follow up until they are resolved.
·  Handles escalated cases from junior staff and help in resolving the same.
·  Provides support to the department in resolving medical queries, requiring coordination with the providers.
·  Follow ups on all complaints and queries related to the Insurance Companies, in cooperation with the Insurance Relations Department.
·  Works closely with the Insurance Relations Department/ SFS etc.…, whenever they have big complaints.
·  Works closely with the Call Centre relating to escalating cases, by providing them support.
·  Involves in conducting customer satisfaction surveys and presenting the findings to the Customer Services Manager.
·  Develops and suggests actionable measures that will address the findings of the customer satisfaction survey; makes recommendations to management regarding improvement of procedures.
·   Assist the Customer Service Manager in training newly hired staff.
·   Participates in other projects assigned to the department under the direct supervision of the Customer Service Manager.

 

What you bring:

To be successful in this position you will need to have the following skills/ experience:

·  Bachelors degree; MBA is preferred. • 3+ years of experience in a similar role. • Physically fit to carry out duties..
·  Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
·  Legally permitted to work in the country of operations. • Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

 

 

 

What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

65445 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | 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. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.