Customer Service Assistant at Britam

Customer Service
Nairobi City
June 7, 2023
Full time
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Job Description

Job Purpose:

  • Responsible for delivering an exceptional customer experience at the service centre and putting the needs of every customer at the heart of every decision-making process.

Key responsibilities

  • Implement the customer experience strategy and ensure high standards of Customer Service are maintained at the service centre
  • Investigate and respond to all customer enquiries promptly at the service centre.
  • Escalate complex queries to the appropriate functional area.
  • Keep abreast of regular internal (to staff) and external (to customers) communication on Customer Service matters.
  • Carry out customer, and intermediary related document processing including scanning and indexing documents in the Document Management System.
  • Process pension queries and requests.
  • Initiate processing of AMC business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
  • Maintain an accurate record of all customer interactions in CRM through walk-in clients, phone calls, letters, intermediaries, emails and other customer interactions.
  • Preparation of any ad hoc departmental reports upon request.
  • Drive customer self-service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
  • Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.
  • Recording of CRM interactions and ensuring they correspond to the number of interactions handled.
  • Adherence to best practice standards in achieving Customer experience performance metrics as per the set standards -NPS, CSAT and QA
  • Ensure timely dispatch of medical cards.
  • Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required

  • University degree in a social science or business related field.
  • At least 2-3 years’ experience in a contact centre or customer facing role

Technical/ Functional competencies

  • Ability to discreetly handle sensitive and confidential information
  • Strong organizational skills; ability to prioritize work and meet deadlines
  • Strong writing, analysis and presentation skills
  • Computer literate (MS Word, PowerPoint and Excel expert)
  • Records management
  • Customer Service, planning and organizational skills

Leadership category responsibility framework (Core Competencies) Individual Leaders in Britam need to:

  • Keep up to date with the directions, vision and objectives of the department in order to align own expertise, advice and outputs.
  • Collaborate with relevant stakeholders in the business in order to achieve business objectives.
  • Increase and aid in well-informed decisions through the delivery of expertise.
  • Have a clear understanding of requirements and areas of specialisation through effective networking.
  • Stay informed in area of expertise through the relevant research, literary review, seminars,
  • publications as well as other relevant resources of information.
  • Disseminate and analyse relevant information in order to inform and advise the business in terms of the best possible recommendations and decisions.
  • Adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness.
  • Effectively communicate resource needs, possible opportunities and achievements to management.
  • Effectively monitor priorities and objectives.
  • Understand own objectives in relation to the larger organisational impact.
  • Effectively disseminate knowledge within the correct context, towards management.
  • Appropriately act out the company values.
  • Access accurate and consistent information and services across all channels.
  • Ensure a seamless experience for clients.
  • Improve service delivery for clients.
  • Engage in continuous brand building to become the trusted partners to clients.

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