Customer Retention Supervisor

Makati City, Metro Manila
Permanent
Full-time

2 days ago

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.o Productivity improvement.

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

Qualifications· 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

AXA

Apply Now