Deadline of this Job: 17 August 2022
JOB DETAILS:
Customer Success Executive
About the job
The position is responsible for efficient and timely management of the customer life cycle to meet the company's objectives of profitability and customer satisfaction. The position holder undertakes Customer Relationship Management and oversees day-to-day customer operations.
Roles and Responsibilities
• Client support
• Deal directly with customers either by telephone, electronically or face to face with an aim of Ensuring great customer experience.
• Managing incoming calls requests and customer service inquiries within 12 hours.
• Handle and resolve customer inquiries and complaints by obtaining and evaluating all relevant information.
• Have a 360-degree view of your customer by following up on customer interactions at all times.
• Conducting a wellness checkup to all clients on monthly basis with an aim of reaching out and understating what products they have and how well they are working for them; enquire what more we can do for them and suggest other available solutions that they can use.
• Communicate to the client after a solution implementation to find out if the system is working well.
• Acknowledging the customer’s concerns by appraising the clients on the internal progress of solving their challenges/ concerns and the expected solution turnaround time.
• Generating sales leads that develop into new customers
• Conduct quarterly audits on product usage.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions through the CRM, process customer accounts and file all documents
• . Create a monthly plan of all customers and how you intend to engage them and provide a monthly customer feedback report.
• Weekly progress report on client’s inquiries, complaints & solution given including the turnaround time of response.
• Prepare a weekly report on the wellness checkup of the clients- This is on the clients who have not raised any complaints/concerns.
• Advise the business on the understanding of the client’s needs and preferences.
• Be the link between the client and the organization by having continuous communication with the client and ensure that the client status is well known to the management and the technical team.
Knowledge, skills and experience required
• A bachelor’s degree in administration or related field.
• A minimum of 3 years' experience.
• Excellent interpersonal and written and oral communication skills.
• Ability to lead a team.
• Knowledge of CRM systems.
• Computer skills.
• Knowledge of mediation and conflict resolution techniques is preferable.
JOB DETAILS:
Customer Success Executive
About the job
The position is responsible for efficient and timely management of the customer life cycle to meet the company's objectives of profitability and customer satisfaction. The position holder undertakes Customer Relationship Management and oversees day-to-day customer operations.
Roles and Responsibilities
• Client support
• Deal directly with customers either by telephone, electronically or face to face with an aim of Ensuring great customer experience.
• Managing incoming calls requests and customer service inquiries within 12 hours.
• Handle and resolve customer inquiries and complaints by obtaining and evaluating all relevant information.
• Have a 360-degree view of your customer by following up on customer interactions at all times.
• Conducting a wellness checkup to all clients on monthly basis with an aim of reaching out and understating what products they have and how well they are working for them; enquire what more we can do for them and suggest other available solutions that they can use.
• Communicate to the client after a solution implementation to find out if the system is working well.
• Acknowledging the customer’s concerns by appraising the clients on the internal progress of solving their challenges/ concerns and the expected solution turnaround time.
• Generating sales leads that develop into new customers
• Conduct quarterly audits on product usage.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions through the CRM, process customer accounts and file all documents
• . Create a monthly plan of all customers and how you intend to engage them and provide a monthly customer feedback report.
• Weekly progress report on client’s inquiries, complaints & solution given including the turnaround time of response.
• Prepare a weekly report on the wellness checkup of the clients- This is on the clients who have not raised any complaints/concerns.
• Advise the business on the understanding of the client’s needs and preferences.
• Be the link between the client and the organization by having continuous communication with the client and ensure that the client status is well known to the management and the technical team.
Knowledge, skills and experience required
• A bachelor’s degree in administration or related field.
• A minimum of 3 years' experience.
• Excellent interpersonal and written and oral communication skills.
• Ability to lead a team.
• Knowledge of CRM systems.
• Computer skills.
• Knowledge of mediation and conflict resolution techniques is preferable.
Customer Service Officer - Head Office job at Old Mutual
Job Description
The incumbent will be responsible for enforcing underwriting controls at the Customer Service desk including on-barding, certificates, booking of business, documentation, Implementing underwriting guidelines, processes and procedures to ensure quality underwriting and business, ensuring profitability through quality control and on-boarding, ensuring quality documentation, timely turn around and maintaining excellent customer service and retention support.
Key Tasks And Responsibilities
• Enforce underwriting controls
• Ensure compliance with underwriting guidelines
• Debiting of premiums and processing of policy documents within set timelines
• Debiting and processing of renewal endorsements
• Processing and checking of underwriting Documents
• Issuing of Endorsements
• Issuing of Motor Certificates
• Issuing and signing of yellow cards
• Review and dispatch of notices within set TAT
• Ensure work is done within the set standards of service – Customer service charter
• Do a detailed weekly mail reports on outstanding work.
• Give quality customer service to all our clients.
• Safe keeping yellow cards.
• Daily scanning and indexing of mails
• Issuance of valuation letters and follow up
• Adherence to the credit control policy
• Follow up renewals and reporting on status
• Processing of client and Bank refunds
• 100% Adherence to the authority matrix
• Adherence to the underwriting guidelines and memos
• Ensure registry is fully maintained in an orderly and is up to date
• Ensure compliance of AML and PEP guidelines
• Ensure cross sale and up sale opportunities are maximized.
• Premium receipting of Mpesa, VISA and cheque payments and ensure cheques are banked on time -GI and Medical
• Issuing customers with updated/ correct customer statements
• Assisting clients with claims reporting (both GI & Health) and follow ups with the responsible team.
• Onboarding of retail medical clients and ensuring the customers receive medical cards
• Perform any other duties as may be required by the management.
Skills And Competencies
• Basic Underwriting skills
• Customer service skills
• Good Communication Skills
• Computer Literate
Qualifications, Knowledge & Experience
• Business Related Degree
• Advanced Industry Qualifications/ C.O.P
• 1 years’ experience in the Insurance Industry
The Customer Reporting Support will be responsible for the development and implementation of the customer reporting processes and standardization for GlobalConnect customers, providing service consultants and customers with regular reporting and analysis, additionally understanding customer and Service Consultants requirements and participate in cross functional teams for analysis of issues.
Key responsibilities:
• Reporting to the Manager; Customer Interface, The Individual will be accountable for achieving the following objectives:
• Produce monthly SLA reports intended for customers and service consultants as directed and required.
• Identify, service improvement initiatives with defined and measurable KPI’s.
• Develop and enhance customer dashboards and automated reports.
• Engage with BI team to drive automation and value-added reporting for internal & external consumption.
• Coordinate with vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables:
• Report KPI achievements for operational KPI’s.
• Analysis of reports and provide insights to project management and business.
Education:
• Minimum, an Academic Degree in (Information Technology, Computer Science/Business).
• Fluent in English and language of country preferable.
Education & Experience:
• Minimum, an Academic Degree in (Engineering/Computer Science/Business).
• Fluent in English and language of country preferable.
• At least 5 years’ experience in a customer reporting role.
• Experience in global/multinational enterprise, coupled with working in emerging markets.
• Proven track record of business improvement & reporting .
Competencies:
• Proactive and ability to take and steer initiatives and strategies.
• Excellent Interpersonal, analytical, and technical skills.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing requirements of business and staff members.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent oral and writing skills.
Other Jobs
Deadline of this Job: 09 August 2022
JOB DETAILS: Job Description
The incumbent will be responsible for enforcing underwriting controls at the Customer Service desk including on-barding, certificates, booking of business, documentation, Implementing underwriting guidelines, processes and procedures to ensure quality underwriting and business, ensuring profitability through quality control and on-boarding, ensuring quality documentation, timely turn around and maintaining excellent customer service and retention support.
Key Tasks And Responsibilities
• Enforce underwriting controls
• Ensure compliance with underwriting guidelines
• Debiting of premiums and processing of policy documents within set timelines
• Debiting and processing of renewal endorsements
• Processing and checking of underwriting Documents
• Issuing of Endorsements
• Issuing of Motor Certificates
• Issuing and signing of yellow cards
• Review and dispatch of notices within set TAT
• Ensure work is done within the set standards of service – Customer service charter
• Do a detailed weekly mail reports on outstanding work.
• Give quality customer service to all our clients.
• Safe keeping yellow cards.
• Daily scanning and indexing of mails
• Issuance of valuation letters and follow up
• Adherence to the credit control policy
• Follow up renewals and reporting on status
• Processing of client and Bank refunds
• 100% Adherence to the authority matrix
• Adherence to the underwriting guidelines and memos
• Ensure registry is fully maintained in an orderly and is up to date
• Ensure compliance of AML and PEP guidelines
• Ensure cross sale and up sale opportunities are maximized.
• Premium receipting of Mpesa, VISA and cheque payments and ensure cheques are banked on time -GI and Medical
• Issuing customers with updated/ correct customer statements
• Assisting clients with claims reporting (both GI & Health) and follow ups with the responsible team.
• Onboarding of retail medical clients and ensuring the customers receive medical cards
• Perform any other duties as may be required by the management.
Skills And Competencies
• Basic Underwriting skills
• Customer service skills
• Good Communication Skills
• Computer Literate
Qualifications, Knowledge & Experience
• Business Related Degree
• Advanced Industry Qualifications/ C.O.P
• 1 years’ experience in the Insurance Industry
Deadline of this Job: 06 August 2022
JOB DETAILS: The Customer Reporting Support will be responsible for the development and implementation of the customer reporting processes and standardization for GlobalConnect customers, providing service consultants and customers with regular reporting and analysis, additionally understanding customer and Service Consultants requirements and participate in cross functional teams for analysis of issues.
Key responsibilities:
• Reporting to the Manager; Customer Interface, The Individual will be accountable for achieving the following objectives:
• Produce monthly SLA reports intended for customers and service consultants as directed and required.
• Identify, service improvement initiatives with defined and measurable KPI’s.
• Develop and enhance customer dashboards and automated reports.
• Engage with BI team to drive automation and value-added reporting for internal & external consumption.
• Coordinate with vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables:
• Report KPI achievements for operational KPI’s.
• Analysis of reports and provide insights to project management and business.
Education:
• Minimum, an Academic Degree in (Information Technology, Computer Science/Business).
• Fluent in English and language of country preferable.
Education & Experience:
• Minimum, an Academic Degree in (Engineering/Computer Science/Business).
• Fluent in English and language of country preferable.
• At least 5 years’ experience in a customer reporting role.
• Experience in global/multinational enterprise, coupled with working in emerging markets.
• Proven track record of business improvement & reporting .
Competencies:
• Proactive and ability to take and steer initiatives and strategies.
• Excellent Interpersonal, analytical, and technical skills.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing requirements of business and staff members.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent oral and writing skills.
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Deadline of this Job: 06 August 2022
Deadline of this Job: 16 August 2022