Job Purpose:
AIA Thailand is seeking a potential candidate to lead the Customer Service Centre (CSC), face-to-face channel and to oversee all aspects of customer service delivery, ensuring that customers receive a positive and efficient experience, including managing resources, from liaising with key stakeholders to establishing deliverables, design solutions, collaborate with members to troubleshoot issues & improvements, timeline & communications, as well as monitoring and control.
You will also be instrumental in driving continuous improvement of the Customer Experience (CX) for AIA Thailand organization, play a vital role in elevating the customer journey. You will be responsible for analyzing customer feedback, identifying areas for improvement, and developing and implementing strategies to enhance the overall customer experience.
Main Duties & Responsibilities:
Customer Service Centre (CSC)
- Responsible for overall performance of customer service center operations and deliver on service levels (SLAs) and key performance indicators (KPIs)
- Strengthen CSC digital service mindset and drive end-to-end digital services for customer
- Implement monitoring systems and tools to track process performance, identify bottlenecks or inefficiencies, and report on performance to relevant stakeholders
- Maintain consistent level of CSC performance, manage and control potential service risks across all touchpoints and strengthen management and quality control
- To enhance customer experience, use data insight for analytics and improve customer service delivery and working with workstream to motivate and drive results as expected
- Coach and inspires CSC team to further develop and reduce gaps in CSR capabilities
- Ensure team members to deliver the best services to customer with the right procedures in place
- Communication and take prompt action to resolve the issue and support channels and customers
Customer Experience (CX)
- Analyze customer feedback from various customer journeys/ sub-journeys (e.g., Buy, Policy Owner Service, Claims, Contact Center, Payment, etc.) to identify trends and areas for improvement
- Develop and implement data driven CX strategies to improve customer satisfaction CSAT, Customer Effort Scores (CES), and Net Promoter Score (NPS)
- Collaborate with cross-functional teams (Operations, Marketing, Agency, Tech) to ensure a seamless customer experience across all journeys/ sub-journeys
- Stay up to date on industry best practices and emerging trends in CX on performance to relevant stakeholders.
- Ensure compliance with all relevant regulations and policies
Qualifications:
- Bachelor's / Master's degree in Business Administration, Marketing, or a related field
- Minimum 7-10 years of experience in customer experience research or strategy, with proven record of experience in Customer Service function lead
- Proven experience with customer journey mapping and experience design
- Strong analytical skills and experience with data analysis tools
- Excellent communication, interpersonal, and presentation skills
- Ability to lead, interact with all levels of business
- Ability to present ideas and adapt in response to changing requirements.
- Ability to manage external vendor performance to achieve strategic business goals, and to implement the designed solutions, improvements
- Ability to manage multiple tasks, meet deadlines & goals, and Prioritize effectively
- Sound understanding of digital technology and the latest digital trends
- Proficient command of both English and Thai language
- Ability to work effectively in high pressured environment
