Customer Experience Executive

Job Summary

The Customer Service Specialist responds to customer, broker and distributor servicing requests in line with documented guidelines and rules to ensure delivery of excellent customer service.

Job Accountabilities

 

• A Customer Service Specialist demonstrates an understanding of the customer’s needs and ensure they are met.
• They demonstrate a knowledge of relevant systems, products, processes, procedures, selling and retention techniques.
• They review problems and communicate with appropriate personnel to obtain information when necessary, and respond to customer inquiries through appropriate media.
• They carry out day to day tasks such as entering data for new business, issuing policies, processing mid-term adjustments and renewals, checking data consistency, and carrying out quality checks.
• Additionally, they act to achieve to a positive team culture and working environment.
• They achieve qualitative and quantitative targets, and demonstrate appropriate levels of customer service as measured by line manager’s call monitoring.
• They also act within agreed authority levels to ensure fair treatment of customers and to protect business/ stakeholders

 

Job Qualifications

High school diploma/GED (high school equivalency) and 2 or more years of experience in related field