Make an impact
of your own.

Sunday is seeking an experienced Customer Service Lead to provide excellent customer service and an incredible customer journey. The goal is to increase customer satisfaction, loyalty and retention and to meet customer expectations.

Everyday…

• Manage all channels of customer inquiries and complaints in all channels from voice calls and chat-based for all social media platforms for Sunday.
• Design the workflow of Customer Service to sync well with the Product Owner, Business team and commercial team.
• Take a lead in Product(s) updates together with the Product Trainer to ensure the Agents are well-equipped with the information precisely. Work with the Product Trainer from crafting the slide, setting the schedule and trainer evaluation.
• Improve customer service experience, and ensure the Customer is satisfied with the services from the agent.
• Take ownership of customer issues and follow problems through to resolution.
• Provide accurate and trackable reports including SLA, drop call and other statistics to analyze to improve Sunday’s customer satisfaction.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of the industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Be the main PIC of the Salesforce from contact with sales including coordination with the vendor to manage the maintenance. Ensure the users are up to date.

You will need to…

• BS degree in Business Administration or a related field.
• Proven working experience in the customer service field and experience in providing customer service support.
• Experienced in building teams, and encouraging and empowering teams of more than 20 people.
• Experience working in insurance and broker will be an advantage.
• Analytical skills, deep thinking, problem-solving capability.
• Proficiency in English and Excel (ie; Vlookup and Pivot Table).
• Advanced troubleshooting and multi-tasking skills.
• Experience using Salesforce is a plus.
• Customer Orientation: Understand the needs and expectations of customers and customer service mindset.