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06 September 2019
Job ID: BK-131588
VP - Contact Center

Job Scope;

  • Participated in strategic planning, develop action plan and drive team to deliver.
  • Set clear KPI for responsible area to be align with company goal
  • Implement & drive some activities to support "Goal"
  • Lead & manage Customer Services & Call Center for both walk-in customers, Fax, call in and correspondences to ensure all services is standardize through customer in order to ensure customer satisfaction & there are in line with Krunthai-AXA values, business objective, vision & mission.
  • Build and strengthen the retention team by managing team in order to increase customer retention rate.
  • Manage & drive a dedicated customer retention team who work directly with orphan policy e.g. collection, reinstatement and other services to increase persistence rate.
  • Manage and handle the client complaint effectively with the objective to deliver the service excellent.
  • Analyze complaints to find out root cause of the problems and propose solutions to different parties and tracking the effectiveness.
  • Work closely with Marketing & concern parties to initiate and implement customer activities such  as outbound proactive call services, campaign to improve persistency, customer royalty program,  special activities for customer on special event and expand more services at one stop services to shorten TAT.
  • Coach and train customer service staff and other Krungthai-AXA Life staff in related area on how to fix objectives of service
  • To be a internal or local trainer of international program that related to service and leadership skill.

Qualification : 

  • Bachelor degree or higher degree in any fields.
  • At least 10 years experienced in Call Center and 5 years in management level.
  • Preferred experience in Insurance business 
  • Experience in Call Center management
  • Good communicate in English

 

 

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Job Details:
  • Employment Type:
    Full Time
  • Career Level:
    Senior Level
  • Required Qualification:
    Degree
  • Required Experience:
    10 years
  • Job Functions:
  • Company Industry:
    Insurance / Pension Funding
  • Location:
    Huaykwang, Bangkok, Thailand
  • Salary:
    Salary negotiable

Benefits:
  • Five-day work week
  • Performance bonus
  • Flexible working hours
  • Medical insurance
  • Dental insurance
  • Life insurance

Krungthai AXA Life Insurance Public Company Limited
Khungthai AXA is a perfect combination of Khungthai Bank Plc., a commercial bank of the Thai Government, and the AXA Group, the world’s number one insurance group. We aim to satisfy both clients and employees. Our mission is to help people and economies grow. With 140,000 employees of AXA. Group. We have the international reach, experience and imagination it takes to bring the best financial protection and wealth management to 50 million clients worldwide Our commitment is to satisfy our clients by providing high standard services that are highly suited to the needs of today’s Thai people

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