Customer Service Analyst
4주전에
Job Description
In this position you will....
Build a customer experience that is connecting people with more ways to protect the things they love. Our CX mission is to provide Fast, Easy, and Flexible customer experiences powered by technology. By making it easier for people to protect the things they love, we want to change the way customers feel about insurance.
Work collaboratively across the organization to support mainly the contact center’s daily requests & inquiries, collecting and organizing customer’s NPS feedback data, development of customer strategies including value proposition, product offerings, customer journeys and supporting services which can lead to increased customer acquisition, customer retention and customer lifetime value through up-sell and cross sell.
Be also part of a customer-first cultural at bolttech, focused on aligning the business to create and shape an outside-in perspective on services and offerings. You will be responsible for…
§ Management support of contact centre
Monitoring daily performance of the out-soured contact center and investigating on any attention required issues to find corresponding improvements or solutions. Supporting contact center’s daily requests and providing solutions/guidance to reported regular and ad-hoc cases. When needed, providing procedures and guidance for any changed, newly started projects and services to make the seamless and efficient operation of the contact center. Consistently checking any service changes and working collaboratively with other teams to get necessary help to expedite customers supports.Customer Experience Measurement
Providing insight and investigated result towards business, service and actively come up with solutions, suggestions for NPS when requested. Trying to identify actionable insights and working with cross-functional group teams and business stakeholders on how to improve the experience and feedback scores. When needed, reviewing customer’s feedback by leveraging implemented company-controlled or non-company-controlled tools. Conducting customer journey mapping review to identify actionable recommendations on how to improve and working closely with various internal teams and external partners to deliver requirements and target state design.Customer Research
Supporting and driving customer research (e.g. customer surveys, desktop research, qualitative research) for deeper understanding of customer behaviors, preferences and needs. Identifying opportunities and initiating steps that will enhance customer experience and business value from research findings.Supporting Cross Sell Sales Program Management Office
Working with our Group Chief Customer Office and Group Customer Experience lead, being part of the Program Management Office (PMO) for our Cross Sell and Partnership Ecosystem Program. Working together with PMO and Executive Leadership team (at Group and Country level) to scale cross sell sales and identify new or better ways for how we can capitalize on unmet customer needs. Driving reporting of cross sell program performance and support creation of executive meeting materialsFor you to be successful…
Speediness
To adapt yourself in the rapidly growing company, fast learning about what you do and others (services, company’s culture, work environment) will be essential. Handle assigned daily, regular tasks without delay will be importantly required. Shares accurate, timely information with the right people in an appropriate format for the audience.Proactiveness
In addition to the assigned work, try to find more tasks proactively and prepare yourself to be ready. Try not to be settled, satisfied with the already exist, known, obtained but keep looking further, more, deeper.Collaborative
Develops strategic relationships and networks across the organization and shares with others for mutual benefit. Resolves disputes using a range of tactics to prioritize positive outcomes.Costumer Focus
Puts the customer at the center of decision making and uses design thinking to ensure the solution is desirable, feasible, viable, and sustainable.Understands relevant customer journeys and makes the customer part of the solution to optimize experiences You will require the following qualifications and skills
Business level English efficiency required Bachelor’s Degree in relevant fields with minimum 5 years of relevant experience, preferably within customer support / experience, management consulting or insurance services Experience in transformation of customer operations and services, leading to measurable improvement. Experience working on successful customer-centric work across physical and digital channels. Experience in research and analytical skills with great comfort in analysing/ modelling data in Microsoft suite tools. Experience in stakeholder management, project management, meeting presentations and workshop facilitation Good understanding of insurance products, market trends, customer demands Strong understanding of Agile teams, processes, principles, and ways of working Proficiency in Microsoft suite is importantly needed(e.g., Excel, Power Point, Word, MS Project-
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