CUSTOMER RELATIONSHIP ASSISTANTS – TELEPHONE COMMUNICATION (TEMPORARY STAFF - 1 YEAR FIXED TERM CONTRACT)

Nature and scope of work

This position reports to the Assistant Supervisor – Communication.

The position is responsible for offering world best standards in handling of customer telephone communications.

The position is also responsible for generating and dispatching bulk communication to customers,
handling of digital communication relating to life insurance; responding to all email correspondence among other duties in order to realize customer satisfaction, efficient customer relationship management and loyalty goals.

Job Purpose

To maximize customer satisfaction and lifetime value of customers through building strong lifelong relationships with our customers across all functions of life insurance. This will be achieved through the following responsibilities:

Key Responsibilities

• Rapid response to customer enquiries and maintaining a log
• Offer First Call Resolutions (FCR) where customer calls are resolved on the spot upon calling
• Escalate customer issues within laid down procedures any calls which cannot achieve a FCR
• Calling back customers within predefined timelines upon resolution of their requests or to update resolution progress
• Follow up with relevant departments to ensure customer issues are resolved within predefined SLAs
• Respond and ensure resolution of customer enquiries on email, telephone, physical letters and digital media within SLAs
• Send out bulk communication within agreed timelines including customer educators
• Forward any sales opportunities to the sales team
• Generate reports on the common causes of customer complaints and feed this feedback in to the various departments to ensure enhanced customer experience.

Performance Measures

• call abandonment rate
• First call resolution rate
• Effectiveness of sending out bulk tasks measured by SLAs
• Accuracy of information shared with /sent to customers
• Customer retention rate.
• Documented relationship management policies and procedures.
• Accurate and useful reports, submitted in a timely fashion regarding call categories
• Level of Implementation of effective KYC initiatives
• Speed of response to customer issues on phone, email and digital platforms
• Number of repeat callers

Key Relations & Interfaces

• Claims Department
• Policy administration
• Underwriting Department
• ICT department
• Branch operations
• Finance department
• Actuarial department
• Marketing and corporate affairs
• The call centre(s)
• Human Resources

Qualifications, Knowledge & Experience

• Minimum University Education.
• Excellent interpersonal skills.
• Ability to work in a demanding environment
• Analytical skills
• Decisive
• People skills
• Excellent communication skills
• Computer Skills.

Closing Date:

Friday, June 19, 2015

Key Skills/Specialization:

Minimum University Education
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