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Customer Service Manager

HYLA Mobile

HYLA Mobile

Customer Service
Auckland, New Zealand
Posted on Wednesday, June 28, 2023

At Assurant, we partner with some of the world's largest and most well-known brands, helping their customers protect what matters most. Everyone, no matter their role, their skills, or where they’re located around the world is united by our purpose and values. Our culture encourages you to share thoughtful & innovative thinking that makes a real difference.

Some of our benefits include:

  • Wellbeing programs – meditation, mindfulness
  • Development programs & LinkedIn learning courses as well as study grants and support for higher education
  • Mentoring programs
  • Diversity panels and employee resource groups
  • Cultural day off to celebrate what’s important to you
  • Volunteering opportunities to give back to a cause that is important to you
  • Subsidised Parking
  • Hybrid working

About the role:

Reporting to the Senior Claims and Customer Service Manager, this role is responsible for managing the day-to-day requirements in the customer service team and Classic team. We are seeking an individual who has a strong focus on customer delivery, customer experience, and looking for opportunities to improve the experience or processes.

Some of the key responsibilities:

  • Ensure that all team tasks and work is managed and completed in line with SLAs and requirements
  • Create and maintain a positive working together team culture and environment
  • Develop the customer experience, through staff and customer feedback, reviewing service procedures and policies and standards
  • Investigate and resolve customer complaints
  • Identify opportunities to improve the teams efficiency, reduce costs, while ensuring a good customer experience and good customer outcomes

The ideal candidate will have the following attributes:

  • Demonstrated success in leading, inspiring, and building high-performing teams
  • An unwavering commitment to putting customers first and a willingness to improve procedures and finding customer-centric solutions.
  • A thorough understanding of key operational performance indicators in a contact centre environment
  • Proven relationship building skills.
  • Excellent interpersonal, customer care and communication skills.
  • High level of computer literacy.
  • Business related qualifications
  • At least 2 years prior leadership and customer service experience in the Insurance and Financial Services area

To apply:

Please submit your resume accompanied by a cover letter detailing your suitability for the role. Don't miss your opportunity to be part of this successful team, apply now!

For further information about Assurant, please visit our website: https://www.assurant.com

For further information about Protecta, please visit our website: https://www.protectainsurance.co.nz

The successful applicant will be subject to relevant background checks such as reference checks and a police check.