Online Customer Care Manager

Job Description:

As an Online Customer Care Manager at Massachusetts Mutual Life Insurance in Lausanne, Vaud, CH, you will be responsible for overseeing and managing all aspects of online customer care for our insurance products. This is a part-time position at a mid-to-senior level, requiring a minimum of 7 years of experience in customer care or a related field.

Responsibilities: 1. Develop and implement online customer care strategies to enhance customer satisfaction and loyalty. 2. Manage a team of online customer care representatives, providing guidance and support as needed. 3. Monitor and analyze customer interactions and feedback to identify areas for improvement. 4. Respond to customer inquiries and issues in a timely and professional manner. 5. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 6. Utilize research skills to stay informed about industry trends and competitor activities. 7. Present findings and recommendations to senior management to drive strategic decision-making. 8. Work closely with the marketing team to develop customer care campaigns and initiatives. 9. Prioritize understanding and empathy in all interactions with customers.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven track record of at least 7 years in customer care or a related role. 3. Strong interpersonal and communication skills. 4. Resilient and passionate about providing exceptional customer service. 5. Excellent research and presentation skills. 6. Proficiency in Microsoft Office and customer relationship management (CRM) software.

Benefits: - Employee discounts on insurance products. - Dental insurance coverage. - Profit sharing opportunities.

Equal Opportunity Statement: Massachusetts Mutual Life Insurance is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to building a diverse and inclusive workforce where all employees feel valued and respected. All qualified candidates are encouraged to apply.

Deadline to apply: June 26, 2024.

Join our team and help us provide exceptional online customer care for our valued policyholders at Massachusetts Mutual Life Insurance.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.