Customer Experience Executive

KEY RESPONSIBILITIES

Customer Service Delivery

• Respond promptly to customer inquiries from policyholders, pensioners, financial advisors, and other stakeholders through designated service channels.
• Analyze customer queries and determine appropriate solutions based on documented procedures and product guidelines.
• Provide clear, accurate information regarding policies, claims, accounts, and service processes.
• Ensure timely resolution or escalation of complex cases.

Operational Support

• Process customer service requests and follow up to ensure completion within defined service timelines.
• Maintain accurate records of customer interactions and service requests.
• Escalate exceptions, complaints, or high-risk issues according to established escalation procedures.

Customer Experience Excellence

• Deliver professional and courteous service aligned with the organization’s customer experience standards.
• Identify recurring customer issues and highlight them to the Customer Service Officer or Assistant line manager.

Collaboration

• Work with internal departments to obtain required information and ensure resolution of customer matters.

PERSON SPECIFICATIONS

Knowledge, Skills and Abilities

• Excellent communication and interpersonal skills
• Strong people relationship and collaboration skills
• Good networking and presentation skills
• Excellent planning, organization and time management skills
• Excellent problem solving and decision-making skills
• Knowledgeable of insurance operations
• Computer and telecommunications literacy
• Ability and flexibility to cope with a fast-paced job environment
• Client-centered mindset
• Strong team relationship skills

Academic Qualification

• Degree in a business-related degree or other relevant degree from a recognized institution

KEY RESPONSIBILITIES

Customer Service Delivery

• Respond promptly to customer inquiries from policyholders, pensioners, financial advisors, and other stakeholders through designated service channels.
• Analyze customer queries and determine appropriate solutions based on documented procedures and product guidelines.
• Provide clear, accurate information regarding policies, claims, accounts, and service processes.
• Ensure timely resolution or escalation of complex cases.

Operational Support

• Process customer service requests and follow up to ensure completion within defined service timelines.
• Maintain accurate records of customer interactions and service requests.
• Escalate exceptions, complaints, or high-risk issues according to established escalation procedures.

Customer Experience Excellence

• Deliver professional and courteous service aligned with the organization’s customer experience standards.
• Identify recurring customer issues and highlight them to the Customer Service Officer or Assistant line manager.

Collaboration

• Work with internal departments to obtain required information and ensure resolution of customer matters.

PERSON SPECIFICATIONS

Knowledge, Skills and Abilities

• Excellent communication and interpersonal skills
• Strong people relationship and collaboration skills
• Good networking and presentation skills
• Excellent planning, organization and time management skills
• Excellent problem solving and decision-making skills
• Knowledgeable of insurance operations
• Computer and telecommunications literacy
• Ability and flexibility to cope with a fast-paced job environment
• Client-centered mindset
• Strong team relationship skills

Academic Qualification

• Degree in a business-related degree or other relevant degree from a recognized institution