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Customer Retention Supervisor

2 weeks ago

Makati City, National Capital Region, Philippines AXA Full time ₱500,000 - ₱1,000,000 per year
  • MAKATI CITY, PH, 9999
  • Others
  • 250004YN
Job Description

Responsible for leading and developing a team of CRS's to drive customer advocacy while meeting productivity and service level requirements. Achieves this by being available, reliable and attentive for their CRS's and customers.

Priorities and Leadership:

  • Role model of AXA values and core attitudes
  • Be Available, Reliable and Attentive to CRSs and customers
  • Integrate and drive Customer Retention's best practices into daily work practices.

o Customer Advocacy: support agents with escalations call-backs, complaints, ICF etc.

o Employee development, retention & engagement.

o Productivity improvement.

  • Develop and maintain strong working relationships with Management Team, peers, relevant support groups and internal partners.

CRS support and development:

  • Coaching preparation including call listening, review performance data daily, review customer feedback, etc

  • Coaching

  • Performance reviews
  • Ad hoc feedback / support
  • Team huddle
  • Team meeting
  • Side-by-side monitoring

  • Performance analysis

  • Training/ Onboarding sessions

  • Call listening / review

  • Call escalations

  • Call-backs and follow-ups

  • Monthly/ Daily Report submissions

  • Customer process improvement / customer insights development

  • Develop weekly KPI improvement goal / plan for the team

  • Ensure addresses root cause and includes actions

  • College graduate

  • Any 4-year course; preferably a Business Degree or related course
  • Minimum of 4-year experience in Life Insurance Industry, Customer Service, Financial or related field
  • Has experience using multiple/non-traditional channels in customer servicing (outbound call outs, chat, etc.)
  • Passionate for Customer Focus
  • Excellent Leadership and interpersonal skills/ effective communicator.
  • Preferably knowledgeable in Life Insurance and VUL products and processes

Please visit for more information.

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.

Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.

AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.

AXA now offers a complete range of products for all its customers' insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.

AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.

AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.

The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.