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.

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.

Deliverables (work elements)

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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Customer support, client care Jobs in Uganda