Customer Service Manager

Job Responsibilities

• Managing performance of customer service.

• Managing KPI target, able to analyze cause and develop the action plan.

• Has strong analytical, and problem solving.

• Good management and communication skills.

• Manage and evaluate teams to improve performance by monitoring and manage project performance.

• Able to operate and manage multi-task / various projects.

• Responsible for the abnormal complaint handling of the product from client, improve the report response, supervise the technical, and improve the problem found in advance.

Key Responsibilities

-Serve as the main contact person for all claims-related matters and provide professional client support.

-Coordinate with insurers, loss adjusters, legal advisors, and internal teams to ensure efficient claims resolution.

-Monitor claim progress and provide regular updates to clients and stakeholders.

-Prepare claims reports, executive summaries, and loss records for management and clients.

-Ensure compliance with company policies, regulatory requirements, and data privacy standards.

-Identify opportunities to improve claims processes and service quality.

-Perform other duties as assigned by management.

Qualifications

• Bachelor's degree or master’s degree in Business Administration or related field

• Strong leadership in customer service and technical.

-Minimum 3-5 years of hands-on customer services and experience in claims handling or related insurance functions.

-Strong knowledge of customer satisfaction and claims management processes.

-Excellent analytical, negotiation, communication, and stakeholder management skills.

-Customer-focused mindset with strong problem-solving abilities and attention to detail.

-Ability to work effectively under pressure and manage multiple priorities simultaneously.

-Good command of spoken and written English.