Coordenador de Atendimento - Concierge

Responsibilities

• Lead, train, and guide the customer service team in all activities related to insurable benefits, including health, dental, and life insurance.
• Ensure customer service standards are consistently met or exceeded to maintain high satisfaction levels.
• Develop and implement efficient service processes to optimize customer support and maximize first-contact resolution.
• Identify areas for improvement in customer service and propose innovative solutions to enhance the client experience.
• Monitor performance metrics, such as response times, resolution rates, and interaction quality, implementing corrective actions as needed.
• Manage customer escalations, ensuring complex issues are resolved effectively and in a timely manner.
• Prepare team performance reports and present analyses to management.
• Stay updated on relevant regulations and trends within the insurable benefits sector.

Requirements

• Proven leadership experience in customer service teams, preferably within the insurable benefits sector.
• Solid knowledge of health, dental, and life insurance plans.
• Strong verbal and written communication skills.
• Proven ability to solve complex problems effectively with a customer-oriented approach.
• Excellent interpersonal skills and the ability to collaborate with various internal teams.
• Result-oriented mindset with the ability to meet goals and deadlines.
• Higher education degree.
• Advanced proficiency in Microsoft Excel.

About the Company

WTW is a leading global advisory, broking, and solutions company that helps clients manage risk and optimize outcomes. Our colleagues serve more than 140 countries and markets around the world, providing a global dimension to everything we do.