Manager - A&H Customer Experience

Job description

The position duties include a wide range of activities related to customer feedback monitoring and ensuring all feedbacks are handled appropriately with the appropriate solutions within specified time frames and making sure high levels of customer service are provided at all times.

·  To manage the customer experience team ensure the effective management of the complaints or voice of customers within the framework ensuring that all cases are attended to timely and professionally, the root causes are identified and to work with the related teams to agree on the improvement opportunities and to provide the responses that address the complainant's concerns                        
·  To ensure the effective management of NPS or other satisfaction survey methodology, result analysis and feedback to the responsible area owners for continuously improvementProviding expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements
·  To ensure that all complaints, regardless of channels, are registered and acknowledged to the complainers within a business day.
·  To deal with the concerned departmental supervisors, managers, and directors to solve the specific problems or complaints on behalf of customer ensuring that all outstanding cases requested via the customer helpline and OIC are followed up till completion in a timely manner.
·  To ensure that the root cause of the issues is identified and to work with the related teams to agree on the improvement opportunities
·  To daily monitor the complaints including the feedbacks from the survey ensuring that the right solutions are put in place, complaints are closed appropriately and professionally. To closely monitor the outstanding cases ensuring that no cases are left unattended.
·  To escalate the critical cases to Customer Experience Director and responsible directors/managers when potential problems are foreseen. To present the case with full details for agreeing the next step.
·  To represent the company to meet with customer / regulator in or outside BKK on any complaint/appeal cases.
·  To prepare the case summary / formal correspondence in response to the complaints and/or OIC appeal.
·  Qualifications;
·  Strong background in customer service or after sales service field especially in health insurance business
·  Resourceful, possess excellent people management skills, a team player with high EQ, problem solving skill, negotiating, highly motivated, take initiative, service – minded and interpersonal skills
·  Influencing and negotiating skills.
·  Good communications skills both written and spoken Thai and English. 
·  Excellent customer service mind and Self-motivated
·  The knowledge of insurance operations and processes or nursing services will be the advantage.
·  Good computer knowledge and skills including Microsoft word/ excel, and database management.

AAGI