KEY RESPONSIBILITIES
Customer Service Delivery
- Respond promptly to customer inquiries from policyholders, pensioners, financial advisors, and other stakeholders through designated service channels.
- Analyze customer queries and determine appropriate solutions based on documented procedures and
Product guidelines.
- Provide clear, accurate information regarding policies, claims, accounts, and service processes.
- Ensure timely resolution or escalation of complex cases.
Operational Support
- Process customer service requests and follow up to ensure completion within defined service
- timelines.
- Maintain accurate records of customer interactions and service requests.
- Escalate exceptions, complaints, or high-risk issues according to established escalation procedures.
Customer Experience Excellence
- Deliver professional and courteous service aligned with the organization’s customer experience
- standards.
- Identify recurring customer issues and highlight them to the Customer Service Officer or Assistant
- line manager.
Collaboration
- Work with internal departments to obtain required information and ensure resolution of customer matters.
PERSON SPECIFICATIONS
Knowledge, Skills and Abilities
- Excellent communication and interpersonal skills;
- Strong people relationship and collaboration skills;
- Good networking and presentation skills;
- Excellent planning, organization and time management skills;
- Excellent problem solving and decision-making skills;
- Knowledgeable of insurance operations
- Computer and telecommunications literacy
- Ability and flexibility to cope with a fast-paced job environment.
- Client-centered mindset
- Strong team relationship skills
Academic Qualification.
- Degree in a business-related degree or other relevant degree from a recognized institution