Assistant Manager – Customer Service

About the role

The Assistant Manager Customer Service ensures effective and timely resolution of client queries, complaints and concerns across multiple touchpoints while maintaining high service standards. The role also leads training, coaching and empowerment initiatives to strengthen the service delivery capability of the team.

Key responsibilities

• Ensure prompt response to clients through calls, emails, walk‑ins and social media platforms.
• Maintain Contact Centre service levels within stipulated metrics and oversee front‑office coordination.
• Manage escalation and resolution of customer issues, compiling reports and insights for decision‑making.
• Lead performance management, training and professional development of customer service staff.
• Monitor KPIs such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), drive continuous improvement and implement customer experience initiatives.

Required profile

• At least 2 years experience in a customer service supervisory role.
• Strong understanding of medical and general insurance products, policies and regulations.
• Leadership competencies including strategic thinking, decisiveness and results orientation.
• Business or Communications degree (preferred).

Required skills

• Proficiency with customer relationship management (CRM) systems.
• Ability to analyse data, identify trends and produce actionable insights.