Customer Experience Executive
Ref: AFD/SCE/22-02/2019
Ref: AFD/SCE/22-02/2019
Main Purpose of Job
To
manage all customer retention activities and meet the set department/section
budgets and targets. In this role, the Customer Experience Executive works
closely with the retention team to ensure the key objective of retention and
growth is met.
Reporting Relationship
The
position reports to the Sales Manager
Responsibilities
·
Focus on current clients and sales in
an effort to consult and sell all renewal product options including previous
year (backlog 2013 to date) renewals and capture takeover business.
·
Discussing the upcoming renewals to
avoid lapses and ensure business retention renewal is communicated three months
prior to expiry date and also monthly until the renewal has been completed
·
Making regular visits in order to
maintain relationships with the intermediaries and clients.
·
Develop and continually improve the
member journey and touch points, seeding in the right content, product,
communications and calls to action and drive optimal experience and
satisfaction
·
Preparing daily, weekly and monthly
reports to assist in measuring market share, renewal trends and demand
·
Handle customer complaints, provide
appropriate solutions and alternatives within the time limits; follow up to
ensure resolution and keep records of customer interactions.
·
Updating existing and new client’s
bio data in the corporate and individual accounts.
·
Printing of Maisha cards and follow
up to ensure clients receive their cards on time.
·
Maintain client’s data and post-sales
support including general administration support to the sales team to maximize
their productivity and maintain accurate and timely information within company
CRM database.
·
Support the pursuit and closure of
AFD sale emphasizing the value of Maisha cover. This includes but is not
limited to quoting renewals, maintaining a portal, processing credit requests,
and handling new Maisha annual sales request.
·
Maintain a schedule of all annual
corporate contracts/agreements and follow up on any un-executed ones to make
sure that we are compliant.
·
Establishing, developing and
maintaining business relationships with current customers.
·
Follow up with Finance for unresolved
payment issues to make sure that we are updated on all invoices/payments.
·
Identify and act on cross-selling
opportunity within the existing portfolio.
·
Maintain the appropriate working
knowledge of all our key systems and regularly update the company on any new
desired modification.
·
Provide first line support on how to
use AFD´s self-service tools and services (e.g. web services).
·
Processing credit notes requests from
the finance department.
·
Perform any other work related tasks
as needed and/or requested that are not detailed herein
Qualifications
·
Bachelor’s degree in Business
Administration or an equivalent from a recognized university
·
4 years’ consecutive work experience
in a commercial company with proven experience in customer service
·
Excellent communication and
presentation skills.
·
Proactive, confident, energetic and
able to work under pressure with a positive attitude
Competencies
·
Commercial/ business acumen
·
Team player
·
Emotional intelligence
·
Adaptability
How to Apply
If
you meet the criteria and have the passion to contribute to the leading
African-based Aero Medical and Health Assistance service provider, submit your
letter and CV quoting the reference number for the position on the subject line
of the email to Vacancies@flydoc.org
Deadline for submission is 8th March 2019.
Quote Position & Ref No. on the subject email
Feedback
will be given to shortlisted candidates only.
NOTE:
AMREF Flying Doctors does not require applicants to pay any fee at whatever
stage of the recruitment and selection process.