Customer Experience Center Associate, Tema

  • 31 Aug 2022
  • Accra, Greater Accra
  • Full-time
  • Field Sales
  • bim-82051

Specific Duties and Responsibilities:

1. Welcome and attend to all customers walking in the CEC. Ensure customers feel welcomed, understood and taken care of at all times

2. Ensure 100% punctuality and attendance, and report on daily customer and staff attendance in the CEC

3. Handle and resolve all customer enquiries, requests and complaints as quickly as possible. Endeavour to resolve complaints immediately and escalate to the Customer Service Manager when required

4. Provide help and care to customers who want to claim their insurance cover by educating them on the claims process and assist with the claims filling and vetting using the Claims Management System. Ensure lean communication with the Claims Officers based in Accra for quick resolution of any claim-related complaint

5. Explain and sell our insurance policies and telemedicine services to potential customers walking in the CEC and seize opportunities to upsell products to existing customers when relevant in order to meet sales KPIs. Register clients using the company’s USSD, web dashboard or App

6. Follow the Quality guidelines provided by the Quality & Training team and receive Quality Improvement coaching to ensure you provide a high level of education and satisfaction to customers

7. Provide feedback to your Line Manager on customer objection and complaints, and participate in brainstorming sessions to ensure we continuously improve our products and services

8. Ensure customers are spoken to with respect and professionalism in all circumstances and actively contribute to building trust and awareness in the BIMA brand around the CEC by adopting a customer-centric mind-set where customers are cherished

9. Keep your CEC clean at all times and its equipment operational by following established procedures and reporting malfunctions

10. Manage relationship with Utilities providers and timely payment of utilities for the CEC

11. Provide the Customer Service Manager and the Sales Agent Manager within your Territory with Service and Sales daily and weekly reports

12. Adhere to all customer service rules and regulations (e.g. not using unapproved electronic devices such as phones and tablets during working hours, not eating in the working space etc.)

13. Perform other customer service related tasks that may be assigned

THE CANDIDATE

The candidate must be/have;

 First Degree or HND with commitment to engage in Degree process

 Must have completed National Service

 Excellent verbal and written communication skills

 Passion for customer service, you take pride in helping customers and solving their concerns timely and efficiently

 Good selling skills and self-motivation

 Strong interpersonal and human relation skills

 Intermediate in Microsoft Office suite applications

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