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Seniority (Customer support, client care)
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Old Mutual
Banking + 2 more
Description
Education
- Bachelors Degree (B): Business
- A good undergraduate business degree and at least 5years’ working experience in customer experience/service in the Financial Services industry are basic requirements.
- A Certificate of Proficiency (COP) and/or a Diploma in Insurance and/ and diverse language proficiency are an added advantage.
Responsibilities
- High quality customer engagements on the CX channels through Quality Assurance (QA), Surveying, Training & Capacity Building, Effective supervision, Performance Management, etc.
- High customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, etc.
- Improve process efficiency to deliver high customer experience as outlined in the Customer Service Charter, and Customer Service Processes Manual.
- Training, mentoring and coaching of staff to maintain a highly motivated, competent and customer-oriented team.
The following detailed outputs are required from this role.
- Driving high performance of the CX team as per the set targets/parameters through effective supervision.
- Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
- Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
- Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
- Effective complaints management (internal & external/regulatory/legal).
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