The incumbent will be responsible for improving customer satisfaction and loyalty in the insurance sector. This role focuses on understanding customer feedback and enhancing the overall customer journey.
Job Description:
- Collect and analyze customer opinions through surveys and data.
- Develop and implement plans to enhance customer experiences.
- Work with marketing, sales, and claims teams to ensure consistent service.
- Train employees on customer service best practices.
- Track customer satisfaction metrics and identify areas for improvement.
- Address customer complaints and ensure quick resolutions.
- Create visual maps of customer experiences to identify pain points.
Job Requirements:
- Bachelor’s degree in Business, Marketing, or related field.
- 5+ years of experience in customer experience management, preferably in insurance.
- Strong analytical and communication skills.
- Leadership experience and a customer-focused mindset.
Languages
Fluent in Cantonese, English and Mandarin