Executive recruitment company Monroe Consulting Group's Professional Division is partnered with a rapidly expanding international insurance brokerage firm. Our distinguished client's expertise includes general insurance serving a large customer base in the US. Due to their rapid growth and expansion, they are currently seeking for an exceptional Customer Service Manager with 5 years of relevant experience who is able to work around the US time zone.

Job Responsibilities:

Supervise and lead a team of customer service representatives.
Provide coaching, mentorship, and performance feedback to team members.
Conduct regular performance evaluations and set individual and team goals.
Develop and implement customer service standards, policies, and procedures.
Monitor and analyze customer interactions to ensure quality service delivery.
Address escalated customer issues and provide timely resolutions.
Build and maintain strong relationships with clients, understanding their needs and preferences.
Act as a point of contact for high-profile clients and handle complex inquiries.
Develop and conduct training programs to enhance the skills and knowledge of the customer service team.
Stay updated on industry trends and best practices to improve customer service strategies.
Identify areas for process improvement and implement strategies to streamline operations.
Collaborate with other departments to enhance cross-functional workflows.
Generate and analyze reports related to customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
Use data-driven insights to make informed decisions and implement improvements.
Ensure that all customer service activities adhere to relevant industry regulations and compliance standards.

Job Requirements:

Experience in the insurance industry, with a background in various insurance products and services is prefer.
Proven experience in a supervisory or team lead role, preferably in a customer service or call center environment.
Willingness and ability to work the night shift on a regular basis and be available during weekends and holidays as required.
Strong leadership qualities with the ability to motivate and manage a team effectively, even during non-standard working hours.
Excellent verbal and written communication skills, as the role involves overseeing customer service and communication with clients.
Strong problem-solving and decision-making skills to handle customer inquiries and resolve issues effectively.
Experience in training and developing customer service representatives to ensure high-quality service delivery.
Familiarity with insurance regulations and compliance requirements in both the United States and Malaysia to ensure operations adhere to legal standards.
Proficiency in using insurance-related software and tools, as well as familiarity with CRM systems and other customer service software.
Ability to collaborate with other supervisors and departments within the organization to ensure a seamless workflow between shifts.
Effective time management skills to allocate resources, prioritize tasks, and ensure the team meets its objectives.
A commitment to continuously improving processes and services, seeking ways to enhance the customer experience.
Proficiency in English is essential, and Chinese Mandarin is a MUST.