Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.
Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed.
Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
Understand the top user issues and make recommendations to improve client products and policies; support team in being the voice of the customer to the rest of the company.
Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.
Able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and and ISO18295-1 Quality Management System of TDMY.
Teledirect provides customised telecommerce services and consulting in Asia.
Teledirect was founded in 1995 in Singapore and today operates in 5 key Asian markets i.e. Singapore, Hong Kong, Malaysia, Thailand and Indonesia.
We have a wealth of over 15 years of contact centre experience and expertise managing over 4,500 projects. We service customers worldwide in over 18 languages on behalf of our clients providing them with a total outsourced contact centre solution comprising of people, processes, facilities, technology and business know-how.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases