Customer Care Supervisor

3 weeks ago

Makati, Philippines AXA Full time

Customer Care Team Leader

The Customer Care Team Leader is responsible for leading and developing a team of at least 10 Customer Care Executives (CCEs) to promote customer advocacy while ensuring productivity and service level standards are met. The role requires being available, reliable, and attentive to both team members and customers.

Key Responsibilities:

  1. Leadership:
    • Model AXA values and attitudes
    • Be available, reliable, and attentive to team and customers
    • Implement contact centre best practices daily
  2. Customer Advocacy:
    • Support agents with escalations, call-backs, complaints, and ICF
  3. Employee Development & Engagement:
  4. Productivity Improvement:

Develop and maintain strong relationships with peers, support groups, and internal partners.

Critical Accountabilities include:

  1. Operational efficiency, including monitoring service levels, attendance, coaching, and HR administration
  2. Supporting and developing CCEs to improve FCR, ICF, and customer satisfaction scores
  3. Managing escalations and ensuring timely resolution of customer concerns
  4. Fostering employee engagement and maintaining coaching compliance

Key Decisions include setting team and individual KPIs, recommending actions, and managing team size and performance metrics.

Qualifications:

  • Graduate of a 4-year course, preferably in Business or Finance
  • At least 3 years of experience as a Customer Care Supervisor managing a team of 10 or more, preferably in the insurance or financial industry

Personal Characteristics:

  • Leadership, analytical skills, customer-centric attitude, detail-oriented, organized
  • Proficiency in MS Office, strong communication, presentation, and facilitation skills

About AXA:

AXA SA is a French multinational insurance firm.

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