Overview
Customer Experience, Complaints & Retail Customer Support Manager Jobs in Cairo, Egypt at AXA
Title: Customer Experience, Complaints & Retail Customer Support Manager
Company: AXA
Location: Cairo, Egypt
Key Responsibilities & Accountabilities
• Develop and execute customer feedback mechanisms, including NPS and satisfaction surveys, to gauge customer experience.
• Analyze survey results and customer feedback to identify pain points and develop action plans to improve the customer journey.
• Lead initiatives to address customer pain points by revamping communication channels and enhancing current or creating new customer journey touchpoints.
• Define and implement the CX and complaints strategy, setting clear team objectives and KPIs.
• Launch and monitor the impact of the AXA Honor program phases 2 and 3.
• Design and introduce new value propositions aimed at increasing customer satisfaction, retention, and loyalty.
• Ensure the team consistently meets KPIs, consolidating performance data and quality metrics monthly.
• Collaborate with team members to achieve individual and team targets, both qualitative and quantitative.
• Manage retail customer requests end-to-end through the Retail Customer Support team, ensuring timely and effective resolution of requests.
• Handle VIP customers, social media engagements, and sensitive cases when required.
• Prepare and present detailed reports, including compliance, weekly performance, and quality assurance reports.
• Engage with complainants in a sensitive and empathetic manner, especially regarding fraud and scam-related issues.
• Lead initiatives and projects based on complaint investigations, such as Missing and Delayed Requests, to enhance complaint handling processes.
• Use appropriate investigation methods for sensitive complaints, including social media and FRA cases.
• Ensure departmental compliance with AXA standards and contribute actively to compliance processes.
• Participate in departmental meetings and support onboarding and training of new team members.
• Continuously monitor team performance and develop tailored training and development plans for team members.
• Oversee adherence to shift schedules and work hours, ensuring operational efficiency.
• Conduct coaching sessions and one-on-one meetings, especially with team leaders, to foster professional growth.
• Provide ongoing support to team members by addressing questions and resolving issues.
• Create and maintain a positive, healthy, and motivating work environment.
Job Specifications
Education / Certification
• Bachelor degree in any field.
•10 years of experience in similar field.
Soft Skills & Behavioral Competencies
• Proven experience in Customer Experience, Complaints Management, or similar roles within the insurance or financial services industry.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and conflict resolution skills.
• Ability to analyze data and generate actionable insights.
• Knowledge of compliance standards and quality assurance in customer service.
• Proficiency in CRM systems, customer feedback tools, and reporting software.
• Customer-centric mindset with a proactive approach to problem-solving.
