About this role

To oversee and guide the customer service team in delivering exceptional support to clients
Ensure efficient handling of inquiries and policy-related concerns
Maintain high service standards, drive team performance, and ensure compliance with insurance regulations
Foster a customer-centric environment
Identify process improvements and resolve escalated issues to enhance customer satisfaction
Conduct regular refresher training sessions to enhance team members' knowledge and skills in insurance products and services
Lead and manage day-to-day service operations including call handling and complaint management

Diploma / Degree in any field
Must be COMGI, BCP, PGI and HI certified
Minimum 5 years of experience in General Insurance call center environment
Contact Center team lead experience, preferably in insurance and banking organizations
Possess knowledge and understanding of the service to sale model
Ability to work independently and collaboratively in a fast-paced environment
Excellent problem-solving and analytical abilities to address customer concerns and find appropriate solutions
Excellent customer service phone etiquette
Strong verbal / written communication skills with the ability to listen actively and respond appropriately to customer needs
AI-Skills e.g. ChatGPT and Microsoft CoPilot an advantage

Customer Service Team Lead

Key skills