Job Detail

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

• 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.