Job description
About Us
Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our core strengths are in navigating complex regulations, creating innovative products, and delivering exceptional customer experiences.
Position Overview:
We are looking for a highly organized and customer-focused Head of Concierge to lead and elevate the service delivery for our most valued customers. This role is key in managing VIP client interactions through our customer service and chat teams, ensuring every engagement reflects the highest standards of care, personalization, and efficiency. You will oversee a dedicated team, design strategies to enhance customer satisfaction, and build lasting relationships with VIP clients.
Key Responsibilities:
- Oversee all VIP customer interactions, ensuring personalized and exceptional service.
- Proactively anticipate client needs and deliver tailored solutions through the chat and support channels.
- Lead, train, and inspire a high-performing concierge team specializing in customer experience.
- Foster a culture of responsiveness, empathy, and commitment to excellence.
- Develop and implement strategies to enhance the VIP customer journey across all touchpoints.
- Collaborate with the Customer Experience team to align concierge services with company objectives.
- Manage daily operations of the concierge and chat teams, ensuring efficiency and timely responses to customer queries.
- Monitor and optimize processes to deliver superior outcomes for VIP customers.
- Build strong relationships with VIP clients, ensuring their loyalty and satisfaction.
- Act on feedback to continually improve service offerings and address any concerns effectively.
- Establish and track key performance indicators (KPIs) for service quality and team efficiency.
- Analyze customer data and trends to identify opportunities for improvement and innovation.
- Proven experience in customer service, customer experience, or similar roles, with a focus on VIP client management.
- At least 6-8 years of experience, with 3+ years in a leadership position managing chat or customer service teams.
- Exceptional communication and interpersonal skills, with the ability to handle high-pressure situations calmly.
- Strong analytical and problem-solving skills.
Personal Attributes:
- Customer-focused mindset with a passion for delivering excellence.
- Natural leader with the ability to inspire and motivate a team.
- Solution-oriented, proactive, and able to think on your feet.
- Competitive salary and benefits package.
- International work environment with a flat organizational structure.
- Opportunity to lead and shape a key function within a fast-growing company.
- Casual work attire and a collaborative team culture.
