Job Title: Customer Experience Officer
Organisation: Britam Insurance
Duty Station: Kampala, Uganda
Reports to: Head of Customer Experience
About Us:
Britam
Insurance Company (Uganda) Limited is a leading financial services organization
with presence in Uganda, Kenya, Tanzania, Rwanda, South Sudan, Malawi and
Mozambique. Our vision is to be the most trusted financial services partner as
we seek to offer superior insurance services to individuals and Corporate
Organizations.
Insurance Company (Uganda) Limited is a leading financial services organization
with presence in Uganda, Kenya, Tanzania, Rwanda, South Sudan, Malawi and
Mozambique. Our vision is to be the most trusted financial services partner as
we seek to offer superior insurance services to individuals and Corporate
Organizations.
Job Summary: The Customer Experience Officer will be the first
point of contact for Britam Insurance Company and will manage centralized
customer queries, complaints and responses; in addition to managing outgoing
communication to customers, clients and partners while keeping accurate
customer data for business use
point of contact for Britam Insurance Company and will manage centralized
customer queries, complaints and responses; in addition to managing outgoing
communication to customers, clients and partners while keeping accurate
customer data for business use
Key Duties and Responsibilities:
- The incumbent will co-ordinate with Branches,
Departments and Countries to ensure SLA expectations are met. - Keenly monitor performance of Customer
queries and complaints. - The jobholder will monitor turn-around time
of cases and setting of expected standards. - Communicate trending information to
management and internal partners - Shares best practice quality and process
related information with work groups - Carry out surveys on sample cases logged on a
daily basis. - Manages outgoing customer communication
streams via SMS and E-mail.
- Actively participate in First Contact
resolution monitoring and calibration sessions. - Take part in special projects and other
duties as assigned by management as required. - Participate in customer and client listening
programs to identify customer needs and expectations. - Conduct customer call backs to provide
feedback - Provides actionable data to various internal
support groups as needed. - Prepares and analyzes internal and external
quality reports for management staff review.
Key Performance Indicators:
- Timely customer interactions
- Effective case management with various lines
of Business - Effective and timely management of outgoing
customer information
Qualifications, Skills and Experience:
- The ideal candidate for the Customer
Experience Officer should ideally hold a Bachelor’s degree in a business
related field - At least two years’ experience in a high
volume customer service environment/call center environment added
advantage - Excellent oral, written and inter-personal
communication skills - Broad knowledge of Britam’s products and
services. - Strong knowledge of customer care processes
and techniques. - Dedication to providing exceptional customer
service. - Ability to manage time effectively and meet
deadlines and requirements accordingly - Demonstrated objectivity, professionalism,
flexibility & maturity - PC and software skills- functional knowledge
of excel, access and word required - Keen attention to detail
- Strong numerical skills
- Excellent organizational skills
- Good listening and communication skills
- High degree of integrity and able to exercise
professionalism at handling client confidentiality - Ability to perform in a fast pace environment
with minimal direct supervision
How to Apply:
All
suitably qualified and interested candidates who are interested in joining the Britam
Insurance Company (Uganda) Limited should apply by visiting the link below.
suitably qualified and interested candidates who are interested in joining the Britam
Insurance Company (Uganda) Limited should apply by visiting the link below.
Deadline: 29th April, 2016
For
more of the latest jobs, please visit https://www.theugandanjobline.com
or find us on our facebook page https://www.facebook.com/UgandanJobline
more of the latest jobs, please visit https://www.theugandanjobline.com
or find us on our facebook page https://www.facebook.com/UgandanJobline