Customer Excellence Executive at Jubilee Insurance

Job Ref. No: JHIL074

Role Purpose

The job holder will be responsible for attending to intermediary, customer, and providers queries by determining their requirements, answering these inquiries, resolving problems, and fulfilling customer’s requests. The holder will be required to ensure excellence in all customer interaction and offer memorable experiences.

Main Responsibilities

• Delivery exceptional customer experience in all interactions on call and email by maintaining highest level of professionalism.
• Support customers, providers, and intermediaries (agents and brokers) on all queries raised on call and email.
• Issuing preauthorization approvals for both out and in patient cases.
• Keep a clear complaint tracker and ensure timely resolution of all complaints and escalations.
• Respond to potential/existing customer and intermediaries’ inquiries by providing and/or clarifying with the desired information.
• Inform clients and intermediaries by explaining procedures and answering questions through inbound calls.
• Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Complaints management by proper escalation of all queries through the CRM system
• Ensure strict process compliance in line with the business lines objective.
• Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
• Generate reports on the various engagements and feedback collected.
• Support other Voice of the Customer campaigns when needed.

Key Competencies

• Phone Skills, Empathy, Listening Skills, and Good Interpersonal relationships.
• Verbal communication, Adaptability, attention to detail and ability to multitask.

Qualifications

• A bachelor’s degree in a Business-related course.
• Medical professionals have an added advantage.

Relevant Experience

• Minimum of 1 year experience in a Call Centre environment