Customer Service Supervisor

CIGNA

Experience
Responsibilities
Workhours

Description

Main Responsibility       

·         Manage operational inbound to deliver Service Level based on SLA agreed , improved Sales , S2S , C2C, Retention, NPS and quality service Inbound Team

·         Ensure all KPI are meet the target for SL, CS Sales, S2S, C2C,Retention , NPS, Quality

·         Coordinate with RTFM for schedule and actual capacity plan in daily basis

·         Support team in handling objection by provide advice for customer inquiry, questions, data completion, and also cancellation from customer through phone if it is not solved by Team Leader

·         Create and proposed motivational program for Inbound operations

·         Monitoring attrition and coordinate with recruitment to prepared back up agent / buffer agent 

·         Review and analyze performance report inbound (include core card) and prepared action plan to improved

·         Conduct PQR in monthly basis for improvement are in CS inbound and ensure all process as per SOP in Customer Service.

·         Collaborate with CS Quality Management to have internal audit control all channel in customer service function and conduct hearing session with team

·         Conduct Coaching and counseling for agent performance by collaborate with quality and trainer

Qualifications

Qualification

1.     Essential: College graduate form reputable university

2.    Essential: min 2 years in managing team and operational rules in customer services

3.    Has a sales experience in insurance

4.   Experience working in a team-oriented, collaborative environment

5.    Excellent PC skills : Extensive practical knowledge in spreadsheets, graphs; and moderate knowledge in PowerPoint, and flowcharts

6.    Have a good analysis experience is valued

7.    Familiar with operational system application such as Genesis , CC pulse , Nice recording 

8.    Strong leadership in sales and managing people , strong call center knowledge

9.    Have a strong in communication skills, drive for result, Sales and people oriented and comfortable dealing with timeline

10. Must be independent hardworking, responsible, good team player, able to work under pressure and highly committed to the job

Primary Location

Indonesia-Indonesia-Jakarta

Work Locations

IDN Tempo Pavilion Cigna - Tempo Pavilion 2 Jl H R Rasuna Said Kav 10 Jakarta 12950

Job

Bus Ops--Customer Service

Schedule

Full-time

Shift

Day Job

Employee Status

Regular

Job Type

Standard

Job Level

Manager of People

Travel

Yes, 25 % of the Time

Job Posting

Nov 21, 2017, 8:40:30 AM

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Confirmed 22 hours ago. Posted 22 days ago.

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