Customer Service Team Lead
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Singapore • Singapore
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Job Level
About the role
- To oversee and guide the customer service team in delivering exceptional support to clients
- Ensure efficient handling of inquiries and policy-related concerns
- Maintain high service standards, drive team performance, and ensure compliance with insurance regulations
- Foster a customer-centric environment
- Identify process improvements and resolve escalated issues to enhance customer satisfaction
- Conduct regular refresher training sessions to enhance team members' knowledge and skills in insurance products and services
- Lead and manage day-to-day service operations including call handling and complaint management
Requirements
- 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
Benefits
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicecall handlingcomplaint managementprocess improvementsinsurance productsservice to sale modelproblem-solvinganalytical abilitiesteam performance managementtraining
Soft Skills
customer-centricindependent workcollaborative workactive listeningverbal communicationwritten communicationadaptabilityleadershipinterpersonal skillstime management
Certifications
COMGIBCPPGIHI