JOB PURPOSE:
This position will be responsible for promptly handling customers’ enquiries, analyzing and determining the service level and ensuring customer satisfaction
KEY TASKS, DUTIES AND RESPONSIBILITIES
– Analyze and ensure customer enquiries are handled professionally and resolved within the agreed TAT to promote customer retention.
– Ensure all customer enquiries, concerns and complaints are followed up within the stipulated time frame.
– Assist in measuring customer satisfaction on an ongoing basis by conducting customer surveys and following up on customer feedback via the issues & recommendations tracker.
– Maintain high professional standards and strive to provide quality services to clients.
– Building and maintaining relationships with a range of stakeholders, including the ability to understand different stakeholders’ motivations and the ability to influence and persuade.
– Support the claims manager in the implementation of customer service policies, procedures and standards by interpreting and communicating procedures to staff at all levels.
– Place outbound follow-up calls to customers to sign up or renew their policies, claims acknowledgement and follow-up calls to service.
– Assisting in designing and monitoring creative and effective customer service campaigns to improve service levels and staff awareness.
– Liaise between the contact center and the unit on daily operations to track and report on company’s performance in delivering the defined customer experience.
– Maintaining and updating customer service internal feedback mechanism
REQUIREMENTS
– A Bachelor’s degree in a business related field from a recognized university.
– 1-2 years relevant experience in customer service.
HOW TO APPLY:
If you are interested in the position and have the required qualifications, skills and
experience, kindly CLICK HERE and apply on or before Monday, October 28, 2024.
