Job Description
Reports To: Manager, Customer Experience
Job Summary
The role holder will be responsible for improving the overall experience each customer has with our brand.
Key Responsibilities
• Provide high level customer experience and maintain quality standard in daily operations
• Conduct service and communication checks on daily basis to refer or resolve any requests from customers
launched through communication channels
• Respond to customer queries promptly and o er fair resolutions that are compliant to company policies,
governance and are in line with customer charter
• Inform and educate customers on products to ensure retention of existing customers, increase sales revenue
and the organization’s customer base.
• Support customer onboarding and quality checks to ensure customer retention
• Establish customer needs and act promptly to address enquiries or requests
• Prompt escalation of customer issues and challenges for resolution.
• Handle customer calls, emails and feedback received in line with Service Level Agreements, policies, and
customer charter
• Actively participate in data enrichment which involves data capture, review, analysis and generate reports as
may be required from system
• Pro-actively engage with customers to identify risks, problems, and potential opportunities.
• Champion customer fairness treatment in the business.
• Procure customer feedback and prepare reports for business review and enrichment of processes, product,
and skilling for people.
• Support and champion customer experience training within the business
Qualifications
Bachelor’s Degree in Social Sciences or business-related field.
ICX/CIM/MSK certification is an added advantage.
Experience
2 years’ experience in the insurance or financial services industry.