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AXA Assistance

As a dependable partner in emergencies and everyday situations, AXA Partners focuses all its energies on serving its customers.

Its ultimate aim is always to help, assist, prepare a credit life protection . Because everyone needs assistance from time to time, whether at the ends of the earth or in their own home, AXA Partners offers a range of services that deliver innovative solutions structured around its 4 Business Lines of Vehicle, Travel, Health and Home. With revenue of €1,5 billion in 2015 and more than 8000 employees in 34 countries, AXA Partners is now one of the world leader in its industry.

Our major customers are large international companies recognised throughout the world:

• insurance companies

• banks

• car manufacturers

• airlines

• travel agencies & tour operators

• telephone companies

• industrial and service Groups

• pharmaceutical industries

• distribution Groups

• gas, water and electricity companies

• public Institutions & administrations

This is a challenging opportunity for motivated candidates who are objective driven and looking forward to growing responsibilities.

• Ensure customer service partners achieve daily KPIs.
• Monitor team’s performance on daily basis through all monitoring tools.
• Provide leadership, guidance and support to the Customer Service Agents.
• Act as first tier problem resolution for issues escalated by the team members.
• Select and explain best solutions to solve given problems in the context of customer service.
• Analyze data and statistics to isolate and identify areas of improvement
• Implementing adjustments or corrections and following up to ensure resolution.
• Identify & escalate detected issues to related engineering team or other stakeholders.
• Monitor and evaluate team performance
• Periodically report to management on service performance and related topics
• Lead weekly meeting with team leads and necessary stakeholders
• Work with operation departments on customer service initiatives
• Keep abreast of new company products
• Serve as escalation point for cases that cannot be resolved by agents and team leaders

• 4 years’ experience in call center / customer support in a quality assurance / improvement role.
• Ability to effectively manage cross-functional projects.
• Experience as team lead, supervisor, or manager desired.
• Experience in managing to performance targets desired.
• A strong understanding of customer service principles.
• Experience in call centers, service industries, is a plus.
• Project management experience, able to work independently on multiple concurrent initiatives.
• Result-oriented, problem solver, analytical skill, and customer-focused.
• Excellent command of spoken and written English.