…support contact center operations and respond to customer’s demand by collaborating with cross-functional departments, collecting and analyzing customer-related data, and finally come up with applicable solutions.
You will lead communication with relevant teams to make development of customer strategies including value proposition, product offerings, customer journeys and supporting services which can lead to increased customer acquisition, customer retention and customer lifetime value through up-sell and cross sell
You will be also part of a customer-first cultural at bolttech, focused on aligning the business to create and shape an outside-in perspective on services and offerings.
You will be responsible for…
Monitor daily operational performance of an out-soured contact center and investigates any attention required issues to find out root causes and solutions.
Provides service guidance for service changes in the existing products and newly launched services to ensure seamless and efficient operations of the contact center.
Handles daily and ad-hoc requests from the contact center by coming up with applicable solutions and guidance.
Consistently confirms changes in customer service and works collaboratively with other teams to expedite customer support.
Looks into analytic data and customer feeds in Qualtrics, organize mitigation plans to improve Net Promoter Score (NPS), and closely communicates with relevant work streams to execute the plans as quickly as possible.
Reviews customer journey for new and existing products and makes recommendations to reinforce customer service environment.
Supports and drives customer research (e.g. customer surveys, desktop research, qualitative research) for deeper understanding of customer behaviors, preferences and needs.
Customer Focus
Puts the customer at the center of decision making and uses design thinking to ensure the solution is desirable, feasible, viable, and sustainable.
Understands relevant customer journeys and makes the customer part of the solution to optimize experiences.
Speediness
To adapt yourself in the rapidly growing company, fast learning about what you do and others (services, company’s culture, work environment) will be essential.
Handles assigned daily, regular tasks without delay will be importantly required.
Shares accurate, timely information with the right people in an appropriate format for the audience.
Proactiveness
In addition to the assigned work, to find more tasks proactively and prepare yourself to be ready.
Tries not to be settled, satisfied with the already exist, known, obtained but keep looking further, more, deeper.
Collaborative
Develops strategic relationships and networks across the organization and shares with others for mutual benefit.
Resolves disputes using a range of tactics to prioritize positive outcomes.
You will require the following qualifications and skills
Bachelor’s degree and preferably within customer support or experience, management consulting or insurance services
Experience in transformation of customer operations and services, leading to measurable improvement.
Experience working on successful customer-centric work across physical and digital channels.
Experience in research and analytical skills with great comfort in analysing and modelling data in Microsoft suite tools.
Experience in stakeholder management, project management, meeting presentations and workshop facilitation
Good understanding of insurance products, market trends, customer demands
Strong understanding of agile teams, processes, principles, and ways of working
Proficiency in Microsoft suite is importantly needed (e.g., Excel, Power Point, Word, MS Project)
Business level of English efficiency is preferred
bolttech is an international insurtech with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products.
We’re a global team of pioneers, united by our ambition to build the future of our industry. Our team are growing our footprint all the time, serving millions of customers and partners around the world. We believe we are uniquely positioned as transformation leaders, because we are at the intersection of insurance and technology.
DIVERSITY AND INCLUSION
At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.
bolttech is an international insurtech with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. Headquartered in Singapore, bolttech serves customers in 35+ markets across North America, Asia, Europe and Africa.
With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products.
For more information, please visit https//bolttech.io.
