Customer Retention Supervisor - Quezon City

Job Description - Customer Retention Supervisor (250004YN)

Job Description

Responsible for leading and developing a team of CRS's to drive customer advocacy while meeting productivity and service level requirements. Achieves this by being available, reliable and attentive for their CRS's and customers.

Priorities and Leadership:

▪ Role model of AXA values and core attitudes

▪ Be Available, Reliable and Attentive to CRSs and customers

▪ Integrate and drive Customer Retention's best practices into daily work practices.

o Customer Advocacy: support agents with escalations call-backs, complaints, ICF etc.

o Employee development, retention & engagement.

• Develop and maintain strong working relationships with Management Team, peers, relevant support groups and internal partners.

CRS support and development:

• Coaching preparation including call listening, review performance data daily, review customer feedback, etc
• Coaching
• Performance reviews
• Ad hoc feedback / support
• Team huddle
• Team meeting
• Side-by-side monitoring
• Performance analysis
• Training/ Onboarding sessions
• Call listening / review
• Call escalations
• Call-backs and follow-ups
• Monthly/ Daily Report submissions
• Customer process improvement / customer insights development
• Develop weekly KPI improvement goal / plan for the team
• Ensure addresses root cause and includes actions

• College graduate
• Any 4-year course; preferably a Business Degree or related course
• Minimum of 4-year experience in Life Insurance Industry, Customer Service, Financial or related field
• Has experience using multiple/non-traditional channels in customer servicing (outbound call outs, chat, etc.)
• Passionate for Customer Focus
• Excellent Leadership and interpersonal skills/ effective communicator.
• Preferably knowledgeable in Life Insurance and VUL products and processes