職務内容
・延長保証プログラムの修理受付コールセンター(外部コールセンターベンダー)の運営・管理
※KPI管理及び改善、応対品質管理及び改善、など
・修理受付コールセンターからのエスカレーション対応
※エンドユーザーからの制度全般に関する問い合わせの二次対応含む
・新規業務に伴う修理受付コールセンター構築
※コールセンターベンダー選定・評価・申請・ツール作成(マニュアル、トークスクリプト、FAQなど)、など
・Web受付システムの構築・運営
※Touchpointの構築・運営、その他システムツールの選定、など
職務目的
・会社の利益に貢献するコールセンター構築・運営・管理の実施
・コールセンター業務(主に修理受付)を通してクライアント様の価値を高める運用の実施
・お客様の立場に立ち、寄り添った対応の実施(お客様本位の業務運営)
職責
・修理受付コールセンターの構築・管理・運営
・クライアント別のエスカレーション対応(エンドユーザーからの制度全般に関する問い合わせの二次対応含む)
・社内(関連部署)や社外(コールセンター、クライアント)との連携
期待する成果
・外部コールセンターベンダーとの信頼関係構築
・コールセンターからのエスカレーション低減対策
・社内外の関係者とのスムーズな連携
・自分事として、各案件に責任を持ち対応を進める
・チーム内メンバーへの報連相
・制度内容を把握・理解したうえでのエスカレーション案件の指示出しや対応
・電話応対時には相手に伝わりやすい言葉で説明・案内を行う
・メール連絡時には情報の漏れが無く、相手に伝わりやすい簡潔な文章・言葉を使用する
求めるスキル
必須:
・メール、Excel、Word、Power Point等の基本PCスキル
・電話応対スキル
・コミュニケーションスキル、ホスピタリティ
あればなお可:
・エンドユーザー苦情対応
・エスカレーション二次対応
・製品知識(住宅設備機器、家電機器、など)
求める能力
必須:
・業務全体を見渡せる広い視野
・未知な案件や難しい業務にも向かっていく積極性
・明るさ
あればなお可:
・コールセンター関連のデータ分析(KPI管理、改善など)
求める業務経験
必須:
・コールセンター管理業務
あればなお可:
・コールセンター立上げ・構築
・ベンダーマネージメント
・Web受付システムの構築・運営
At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
Enjoy Benefits That Take Care Of What Matters
At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.
Reimagining insurance to make a bigger difference to the world
American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.
Welcome to a culture of inclusion
We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.
AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to
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