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Customer Service Manager (Night Shift)

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Customer Service Manager (Night Shift)

  • Location:


  • Sector:

    Monroe Insurance & Legal

  • Job type:


  • Salary:


  • Contact:

    Avinash Kumar

  • Contact email:

  • Job ref:


  • Published:

    24 days ago

  • Expiry date:


  • Client:

    Monroe Consulting Group

Executive recruitment company Monroe Consulting Group's Professional Division is partnered with a rapidly expanding international insurance brokerage firm. Our distinguished client's expertise includes general insurance serving a large customer base in the US. Due to their rapid growth and expansion, they are currently seeking for an exceptional Customer Service Manager with 5 years of relevant experience who is able to work around the US time zone.

Job Responsibilities:

  • Supervise and lead a team of customer service representatives.
  • Provide coaching, mentorship, and performance feedback to team members.
  • Conduct regular performance evaluations and set individual and team goals.
  • Develop and implement customer service standards, policies, and procedures.
  • Monitor and analyze customer interactions to ensure quality service delivery.
  • Address escalated customer issues and provide timely resolutions.
  • Build and maintain strong relationships with clients, understanding their needs and preferences.
  • Act as a point of contact for high-profile clients and handle complex inquiries.
  • Develop and conduct training programs to enhance the skills and knowledge of the customer service team.
  • Stay updated on industry trends and best practices to improve customer service strategies.
  • Identify areas for process improvement and implement strategies to streamline operations.
  • Collaborate with other departments to enhance cross-functional workflows.
  • Generate and analyze reports related to customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
  • Use data-driven insights to make informed decisions and implement improvements.
  • Ensure that all customer service activities adhere to relevant industry regulations and compliance standards.

Job Requirements:

  • Experience in the insurance industry, with a background in various insurance products and services is prefer.
  • Proven experience in a supervisory or team lead role, preferably in a customer service or call center environment.
  • Willingness and ability to work the night shift on a regular basis and be available during weekends and holidays as required.
  • Strong leadership qualities with the ability to motivate and manage a team effectively, even during non-standard working hours.
  • Excellent verbal and written communication skills, as the role involves overseeing customer service and communication with clients.
  • Strong problem-solving and decision-making skills to handle customer inquiries and resolve issues effectively.
  • Experience in training and developing customer service representatives to ensure high-quality service delivery.
  • Familiarity with insurance regulations and compliance requirements in both the United States and Malaysia to ensure operations adhere to legal standards.
  • Proficiency in using insurance-related software and tools, as well as familiarity with CRM systems and other customer service software.
  • Ability to collaborate with other supervisors and departments within the organization to ensure a seamless workflow between shifts.
  • Effective time management skills to allocate resources, prioritize tasks, and ensure the team meets its objectives.
  • A commitment to continuously improving processes and services, seeking ways to enhance the customer experience.
  • Proficiency in English is essential, and Chinese Mandarin is a MUST.