Call Center and Customer Service Manager
Job Purpose
Reporting directly to the Chief Marketing and Communications Officer, Customer Experience Manager will be responsible for overseeing our Call Centre department and Customer Service department to ensure our customers receive the highest level of service and satisfaction. Serving as one of the deputies to the CMO, the role also entails providing strategic oversight for key customer-centric projects. This individual will play a critical role in enhancing our customer experience across all touchpoints and driving customer loyalty.
Job Description
1. Department Leadership:
• Oversee the Call Centre team and Customer Service team, including the hiring, training, and performance management of staff.
• Set department goals and objectives aligned with the company’s overall customer experience strategy.
• Implement and maintain performance metrics to monitor and improve departmental efficiency and effectiveness.
• Foster a culture of excellence, teamwork, and continuous improvement within the departments.
2. Customer Experience Strategy:
• Lead the development and execution of the Company’s customer experience (CX) strategy in alignment with corporate objectives.
• Review and continuously improve customer service processes, systems, and policies to enhance service quality and operational effectiveness across the organization.
• Establish, maintain, and cascade Customer Service standards and SOPs across all branches nationwide to ensure uniform service delivery.
• Partner with cross-functional teams (Marketing, Sales, IT, Operations) to implement CX initiatives and close customer experience gaps.
• Drive the company-wide adoption of Net Promoter Score (NPS) as a key customer satisfaction KPI, including performance tracking, trend analysis, and recommendation of improvement actions.
• Design, implement, and continuously enhance and digitize the Metta Rewards Program in close collaboration with Marcoms , IT and Corporate Planning.
• Coordinate cross-functional execution and provide operational support for seasonal customer gifting initiatives.
• Provide on-site customer experience support before and during KBZMS events.
3. New Core Implementation:
• Lead the roll out and implementation of New Core System implementation that impacts Call Center operation.
• Collaborate with IT teams and external vendors to ensure seamless integration and functionality.
• Train and support call centre, customer service and other frontline staff in utilizing the new core system effectively for improved customer interactions and issue resolution.
4. Online Direct Payment Capabilities:
• Oversee the development and launch of an interactive website with online direct payment capabilities.
• Collaborate with IT and Marketing teams to create a user-friendly interface and secure payment processing system.
• Ensure the website meets customer expectations, enables direct-to-consumer sales, and provides a seamless user experience.
5. Customer Complaint Policy and Handling Process:
• Develop and implement a company-wide customer complaint policy and handling process.
• Establish clear guidelines and procedures for effectively addressing and resolving customer complaints.
• Monitor customer complaint trends and provide recommendations for process improvements to minimize customer dissatisfaction
Job Requirements
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven experience in a senior leadership role within a customer-focused organization, preferably in the insurance or financial services industry.
• In-depth knowledge of customer experiences management principles, strategies, and best practices.
• Strong leadership skills with the ability to inspire and motivate teams to deliver exceptional customer service.
• Experience in implementing and managing call center CRM systems and online direct payment capabilities.
• Excellent analytical and problem-solving abilities with a track record of driving process improvements.
• Outstanding communication and interpersonal skills, with the ability to interact effectively at all levels of the organization.
• Results-oriented mindset with a focus on delivering measurable improvements in customer satisfaction and loyalty.
Job Details
Manager
Function
Customer Experience
