Full Time
Posted 1 year ago
Job Title: Head, Customer Service
Location: Lagos, Nigeria
Job Description
- The role is responsible for assessing the scope, causes, complexity and loss amount as well as determining our legal obligation to indemnify a claim.
- In the process, the role is expected to conduct on-site loss inspections and negotiate directly with our clients regarding all cover and liability issues and potential loss-minimization measures that benefit all concerned.
- The role is also expected to work hand in hand with our underwriters and client managers, advising clients on legal and technical matters.
- The role requires advanced mental efforts and one is expected to initiate and influence, set direction and display a deep understanding and foresight on strategic business issues. It also requires a strong understanding of the applications, principles, concepts, systems and practices of the job content. The job holder should be able to operate in largely self-directed manners and serve as a leader/coach.
- This is the point where the company expects a significantly high standard of customer service and handling as this is the crux of the company’s business.
- You will be responsible for developing and implementing customer service strategies, processes, and procedures to ensure that the organization provides excellent customer service and meets its customer satisfaction goals.
- You will also manage a team of customer service representatives and oversee their training, performance, and development.
Functions & Responsibilities
Advertisements
- Ensure customers are treated fairly and that the customers receive excellent service in accordance with industry and company guidelines.
- Deliver quality customer service by responding swiftly to queries and concerns from internal and external clients.
- 3Empower team members and support other teams to deliver high-quality service across a major part of the business.
- Works with colleagues to define the standards and quality of service and ensures that these are clearly and promptly communicated to team members.
- Ensuring compliance with various Service Levels Agreements (SLAs) by monitoring timely issuance and delivery of policy documents.
- Keep customers appropriately informed on the progress of their claims and use the claims settlement process as a marketing tool.
- Handling Fraud and misrepresentation complaints from customers.
- Used effectively the CRM and other applications to proffer solutions to customers’ requests.
- Implementing of CX Journey Mapping for business needs, identifying customer pain points and implementing intervention goals.
- Analysis of CX Survey and Agent survey on a Monthly basis reporting to the Management.
- Manages links amongst multiple projects and anticipates the impact of the project’s outcome on all concerned.
- Motivate, Inspire & lead assigned Team; providing mentoring and training as a cornerstone of career development.
- Any other additional tasks that may be assigned as required by the business.
Qualifications
- Bachelor’s Degree in Business, Administration, Social Science or a related field.
- At least five years of related industry experience is required, with prior management experience compulsory.
Skills / Competence Requirements:
- Ability to analyze data and make data-driven decisions
- Strong leadership, communication, and interpersonal skills in the insurance industry.
- Experience with customer service software and technology.
- Demonstrated ability to manage a team and achieve results.
- Excellent problem-solving and conflict-resolution skills.
- Persuasive Speaking Skills.
- Time management skills.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
Application Closing Date
Not Specified.
Apply Now
Job Features
Job Category | Customer Service |