This position is responsible for working with the team to solve issues raised by the customers and ensure they are addressed adequately. Daily operations activities include administration of insurance claims, payment inquiries, addressing claims, among other activities, trough vendor’s resources ensuring a Customer Experience and Customer centric culture on all interactions towards the customer
- Identify Customer’s needs, improvement needs on process, department trends, call drivers and training needs.
- Help evolve Customer Service into a Customer centric, customer Excellence top noch operations for 3 countries.
- In combination with Vendor identify Quality trends, needs and implement methodologies that help in having a continuous improvement culture.
- Resolve complaints and answer customers questions regarding services and procedures
- Assure outsourced employees are kept motivated
- Manage Customer service strategies and activities for 3 countries, maintaining CX...