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Dunn and Braxton Limited

Customer Service Officer (Insurance Sector)

Lagos, Nigeria

Customer Engagement (Customer Service) Officer

Closing: Jan 21, 2022

2 days remaining

Published: Jan 7, 2022 (12 days ago)

Job Requirements

Education:

Bachelor's degree

Work experience:

3 years

Language skills:

English

Job Summary

Contract Type:

Full time

Job Description and Role

  • As a Customer Engagement Officer, you will be the voice of One Acre Fund Nigeria.
  • You will take care of incoming customer calls and also conduct outbound surveys.

Career Growth and Development

  • We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance.
  • We hold career reviews every six months and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications and Required Skills

  • We are seeking exceptional professionals with a strong background in finance or a related field, and a demonstrated long-term passion for sustainable agricultural development.

We are looking for extraordinary candidates that are proactive; please only apply if you fit these criteria:

  • Relevant work experiences including demanding professional work experience in business, banking or an INGO
  • Demonstrated computer skills in email, internet usage, Microsoft Office. 
  • Deep understanding of the OAF core program model
  • Excellent interpersonal and communication skills
  • Proactive in identifying and solving problems
  • Demonstrates integrity and a positive attitude
  • Language: Fluent in English, Yoruba and/or Hausa/Gbagyi (mandatory) and has a good understanding of local communities and cultures
  • Passionate about serving smallholder farmers.
  • Proven organizational, analytical, communication (oral and written) skills
  • Able to work with minimum supervision to meet strict deadlines
  • Attention to detail and strong organizational skills.
  • Able to multitask.
  • Demonstrated computer skills and proficiency in email, internet usage, Microsoft Office especially Excel and Google Suite for data analysis,  presentation and report writing.
  • Communication skills: A strong and confident personality, able to communicate clearly and diplomatically.
  • Able to handle difficult situations and complaining/demanding clients on the phone.
  • Quick learner and a proactive problem solver.
  • Exercises confidentiality and possess a high degree of integrity.

Benefits

  • Paid Annual Leave, Pension, Health Insurance, Professional Development Support etc.


Responsibilities

Job Description and Role

  • As a Customer Engagement Officer, you will be the voice of One Acre Fund Nigeria.
  • You will take care of incoming customer calls and also conduct outbound surveys.

Career Growth and Development

  • We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance.
  • We hold career reviews every six months and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications and Required Skills

  • We are seeking exceptional professionals with a strong background in finance or a related field, and a demonstrated long-term passion for sustainable agricultural development.

We are looking for extraordinary candidates that are proactive; please only apply if you fit these criteria:

  • Relevant work experiences including demanding professional work experience in business, banking or an INGO
  • Demonstrated computer skills in email, internet usage, Microsoft Office. 
  • Deep understanding of the OAF core program model
  • Excellent interpersonal and communication skills
  • Proactive in identifying and solving problems
  • Demonstrates integrity and a positive attitude
  • Language: Fluent in English, Yoruba and/or Hausa/Gbagyi (mandatory) and has a good understanding of local communities and cultures
  • Passionate about serving smallholder farmers.
  • Proven organizational, analytical, communication (oral and written) skills
  • Able to work with minimum supervision to meet strict deadlines
  • Attention to detail and strong organizational skills.
  • Able to multitask.
  • Demonstrated computer skills and proficiency in email, internet usage, Microsoft Office especially Excel and Google Suite for data analysis,  presentation and report writing.
  • Communication skills: A strong and confident personality, able to communicate clearly and diplomatically.
  • Able to handle difficult situations and complaining/demanding clients on the phone.
  • Quick learner and a proactive problem solver.
  • Exercises confidentiality and possess a high degree of integrity.

Benefits

  • Paid Annual Leave, Pension, Health Insurance, Professional Development Support etc.


Responsibilities

Inbound Calls:


  • Receiving client phone calls and recording them in the Customer Engagement tracker (perform ticketing when electronic workflow management systems will be implemented).
  • Respond to various client questions.
  • Collaborate with external departments to find solutions on claims/requests in case you don’t have an immediate response.

Outbound Calls/Surveys:

  • Responsible for making outgoing calls and conduct surveys as requested by Global, BizOps and other departments. 

SMS Blasts:

  • Review/ quality check SMS blast request received through the google form. 
  • Prepare and execute SMS blasts as requested.

Data Analysis And Reporting:

  • Writing Hotline reports as updates for stakeholders
  • Occasionally being called upon to do some light analysis of the data coming into the hotline so that the program may utilize this information.

Case Management:

  • Investigate all cases of farmer complaints through phone calls to One Acre Fund Nigeria
  • Prioritize weekly cases to follow up and prepare a travel schedule
  • Investigate and acquire relevant documentation including budgets and records for farmer refund payments, inputs delivery documents to detect any anomalies and errors and launch investigations

Field Visit Activities:

  • Schedule visits to investigate cases with Field Managers, Field officers and Group Leaders as appropriate
  • Meet with impacted and affected parties and obtain written statements and evidence such as default acknowledgement forms and reports from relevant parties 
  • Arrange any follow-up appointments to help with the investigation


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