Customer Service Group Head - PT. Asuransi Bintang, Tbk.

Manage a team to gather national customer intelligence, using a range of sources, to analyze the customer experience, understand what customers value, and where they believe the system fails them, so that remedial action and improvements to current processes and customer contact can be considered.
Advise jurisdictional policy teams on critical customer service aspects of new initiatives and / or policy changes and act as the customer voice / champion on change initiatives, using evidence from existing and commissioned materials.
Develop methods to extract targeted depth analysis of the customer experience that test levels of service and user satisfaction focusing on specific areas where learning is valuable to future business development.
Build Lean capability within team and work in partnership with Lean colleagues on embedding customer understanding to tackle problems and reduce failure demand.
Feed customer understanding back to customer communications to ensure appropriate and clear customer information.
Managing the successful acquisition of new clients and servicing existing client's needs at midterm and renewal.
Maintain a high quality service and provide solutions to meet individual demands and needs.
Establish and develop relationships with Marketing and Underwriters in order to successfully develop the business and maintain client relationships to increase retention at renewal.
Deal with complex customer requirements or issues that have caused customer dissatisfaction and resolve in a fair and equitable way which promotes the professionalism of BINTANG customer service.