Job Description
This role is individually accountable for managing the Customer Experience teamto maximize productivity. The role reports to Head of Life Business Operation.
Drive Superior Customer Experience performance to ensure that the company is known to be Customer centrique by ensuring that everything starts and ends with the Customer. Lag indicators of this are such as growth in retained customer numbers, persistency, Customer Satisfaction Index, NPS & TCF Index
Propose and promote internal and external Customer Experience initiatives within the Organization.
Responsible for overseeing the Life Business customer service department and ensuring the company delivers the highest level of customer service possible. Supervise, coach & mentor the Customer Service team. Maintain superior levels of Customer by providing real time solutions to Customer compliments, feedback, ensuring staff are proactive & alive to Customer issues through coaching, mentoring & performance management. Implement customer initiatives that lead to developing an intimate relationship with our Customers as opposed to a transactional mien.
Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting customer surveys and benchmarking best practices and analyzing customer information and applications.
Improve customer service procedures, policies and standards for the customer service department with a view to having superior customer experience.
Reputational risk detection, management and reporting.
Ensure awareness and adherence to applicable SLAs.
Provide regular reports for Customer Experience monitoring and analysis.
Responsibilities
Responsible for overseeing the Life Business customer service department and ensuring the company delivers the highest level of customer service possible. Supervise, coach & mentor the Customer Service team. Maintain superior levels of Customer by providing real time solutions to Customer compliments, feedback, ensuring staff are proactive & alive to Customer issues through coaching, mentoring & performance management. Implement customer initiatives that lead to developing an intimate relationship with our Customers as opposed to a transactional mien.
Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting customer surveys and benchmarking best practices and analyzing customer information and applications.
Skills And Experience
5 Years relevant work experience
Education
Bachelor of Administration (BAdmin): Insurance And Risk Management
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