Customer Support Team Leader

Key Responsibilities:

1. Team Management

• Assign tasks to team members, ensuring timely handling of claims and policy renewals.
• Train and mentor team members, enhancing their problem-solving and customer service skills.
• Monitor individual performance, provide feedback, and suggest process improvements.
• Assist team members in handling complex customer complaints and escalations.
• Prepare quarterly reports and present team performance to management.
• Be an advocate to team members and encourage their contribution to the team while supporting their professional development

2. Handling Insurance Reimbursement Claims

• Supervise and support the team in processing insurance reimbursement requests.
• Ensure claims are handled efficiently and accurately, following company policies.
• Coordinate with relevant departments to resolve special cases.

3. Managing Policy Renewals

• Plan and oversee the policy renewal process for customers.
• Work with other departments to develop effective renewal strategies.
• Ensure customers receive timely renewal advice and complete contract extensions on time.

4. Enhancing Customer Service Quality

• Propose improvements to workflows for better efficiency and customer experience.
• Analyze customer feedback and implement optimization strategies.
• Prepare regular performance reports and suggest process enhancements.