Job Summary
Reporting to the Head, Marketing and Customer Care the Customer Care Coordinator or Officer will be responsible for planning, development and implementation of all of TIA’s customer service and experience strategies, both external and internal. Directs the efforts of the customer relations staff and coordinates at the strategic and tactical levels with the other functions of TIA.
Key Tasks, Duties And Responsibilities
Communicate the expected Customer Service Standards throughout the whole organization from the Head Office to the Branches;
Oversee all Customer facing staff to ensure Customer Service Standards are being adhered to across the organization;
Ensure Customer Service practices are well established, understood and implemented by all staff to produce excellent customer service;
Provide continuous training in Customer Service in line with the TIA Vision, Mission, Core Values, Takaful Model, Product Knowledge, Soft Selling skills and the rules, ethics and expectations that apply to their jobs;
Effectively handle all customer feedback including complaints in a fair and timely manner in line with the set service standards;
Ensure all staff recognize sales opportunities when dealing with customers and always trying to sell additional products at the point of service. For example when serving new customers through the telephone, walk-ins, online, referrals and when renewing policies of existing customers;
Implement the Customer Relationship Management (CRM) System with the aim of generating a 360 view of the customer and measure performance against set objectives;
Recommend and/or drive customer loyalty initiatives, communicate internally & externally on progress and impact;
Develop and implement a weekly reporting platform per branch to track the level of customer service across TIA and areas that need improvement;
Implement the TIA Service Charter in line with the CRM system and Service Level Agreements (SLAs);
Coordinate implementation of the Customer Loyalty Programme and Customer Incentive Programme with guidance from the Head of Business;
Carry out regular customer service surveys through various platforms including the Customer Dashboard to measure performance and aim for continuous improvement;
Responsible for meeting goals in customer service. This includes increasing ratings across all branches, putting customers first, and achieving positive feelings and perceptions about TIA by the general public;
Any other assignments and responsibilities as required by management.
Education
Bachelor’s degree in Business Administration or a relevant degree;
Experience & Key Competencies
Minimum of 3 years customer service experience in a retail financial operation;
Excellent computing skills;
Analytical and eye for detail;
Strong analytical and problem solving skills;
Strong interpersonal, written, and oral communication skills;
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations;
Highly self-motivated, with good analytical and problem-solving abilities
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment;
Excellent organizational and leadership skills;
Ability to think quickly on your feet;
Highly action and solution oriented, organized with attention to detail;
Highly adaptable and flexible to move with the changing needs of the business;
Demonstrate customer focus and team work.
Application deadline: February 28, 2019
