Principal Accountabilities
Always provide convenience to the customer by going out of the way to take service closer to the customer; ensuring that customers do not face any barriers to service, taking on and owning customers issues while seeking satisfactory solutions on customers' behalf.
Promptly receive, acknowledge, and action customer engagements through email, call, text, or social media and ensure seamless interaction with the business.
Review and refer unresolved customer issues to the responsible departments while tracking resolution and feedback to customers.
Document all customer engagements and complaints, responses and solutions applied and analyze these engagements to derive trends and create reports that inform customer areas of satisfaction and friction, inform product/service design, and provide voice of customer in decision-making.
Use identified customer engagement trends to raise and pre-emptively resolve issues frequently raised by customers.
Explore opportunities to collect and update customer contact information, collect any premium in arrears, and notify customers of benefits due.
Qualifications
Bachelor's degree in business-related or analytics field.
2+ years' experience within the industry with specific exposure to retail life operations.
Progress in professional insurance qualifications - CII/AIIK/LOMA is an added advantage.