Head of Customer Requests Analysis and Resolution Division
Job Description & Requirements
PAŞA Insurance OJSC invites candidates to apply for the position of Head of Customer Requests Analysis and Resolution division and become a member of our professional team. As the Head of Customer Requests Analysis and Resolution Department, you will lead the effective and timely management of customer requests, drive customer satisfaction, oversee root cause analysis of complaints, and ensure ongoing process improvements, while also being responsible for the development and performance management of your team.
Job Responsibilities
Responsibilities include investigating and ensuring timely resolution of complaints, personally managing complex and sensitive cases, analyzing root causes of complaints, and developing action plans to prevent recurrence. Additional duties encompass preparing and presenting monthly and quarterly complaint reports to management, monitoring and implementing measures to improve customer satisfaction indicators, developing and implementing customer-oriented strategies, and organizing and supervising the work and performance of department staff. Ideal candidates will have extensive knowledge of insurance legislation, products, and services, expertise in complaint management methodologies, and at least 5 years of experience in customer request management, insurance, or a relevant field.
Apply Now
This position requires application on the employer's website.