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The main purpose is to play a key role in ensuring the efficient resolution of customer inquiries, complaints, and concerns across various touchpoints, while maintaining a high standard of customer support. In addition to supervising the team’s training and empowerment, this role involves analysing premium and policy statuses for portfolio retention and proactively engaging with clients to prevent policy exits. Furthermore,
the role is responsible for overseeing the implementation of customer experience projects and supervising conservation, branches, service centre, and call centre teams to deliver exceptional service, enhancing overall customer experience.
