Senior Executive - Customer Experience Management

The Customer Service Executive is responsible for providing superior customer service by focusing on the individual needs of each customer and recommending the appropriate service along with directing the customers on the next steps according to the procedures laid.

The process operates 5 days a week and in rotational shifts. Production Hours - 8.5 hours

Shift begin at 8 am and last shifts at 8 pm.

PRIMARY DUTIES & RESPONSIBILITIES

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• Respond     promptly and professionally to incoming customer inquiries by email     within agreed TAT

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• Maintain an     updated knowledge of the organization's products, services, and     customer service policies

      

• Escalate     unresolved issues to the appropriate internal teams

      

• Process and log     incoming emails into the Talisma system.

      

• Establish and     maintain good rapport with customers by using positive language and     anticipating their needs

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• Liaison across     department’s to address and full fill customer issues

      

• Actively     participate in weekly customer service meetings , held to improve     customer satisfaction

      

• Ensure service     delivered to our customers meets contractual Key Performance     Indicator (KPI)

EDUCATION, EXPERIENCE 

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• Bachelor's     Degree is any disciple     

      

• 1 year of     previous customer service experience or experience of working in the     insurance domain     

DESIRED SKILLS

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• Action     oriented, self-disciplined and organized

      

• Effective time     management skills and ability to prioritize work time to ensure     productivity and department standards

      

• Strong command     of written and verbal English

      
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  •  Good         comprehension skills - ability to clearly understand and address         customer issues appropriately         

            

  •  Good         composition skills - ability to compose grammatically correct,         concise, and accurate written responses

        
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• Ability to     maintain a calm and polite manner in stressful situations

      

• Ability to work     as part of a team as well as independently

      

• Willingness to     work in rotational shifts

      

• Dependable with     strong attention to detail

      

• Good Typing     Skills