Retail Customer Experience Associate
Job Purpose:
To ensure the provision of
consistently high quality Customer experience through quality service
interactions by the Contact Centre team in compliance with overall Service
strategy and standards while ensuring full accessibility and availability of
the Customer Experience Centre to Customers.
Key responsibilities:
- Drive
progress towards the goal to reduce operational costs and increase total
number of customers via retention by answering calls in a professional and
informative manner.
- Handling
customer queries, complaints, instructions received through call and email
communication 24/7.
- Interact
with clients, intermediaries, and service providers to ensure that the
care is given within policy guidelines.
- Adherence
to admission and discharge protocol i.e. claim reserve, initial authorized
cost, cover benefits and duration.
- Respond
to queries from clients, intermediaries, and service providers through
answering telephone calls, interviewing clients, and verifying information
as well as liaise with underwriters on the scope of cover for the various
schemes benefits.
- Prepare
periodic care reports for management on medical matters/ issues.
- Maintain
and improve quality results by adhering to standards and Customer
Experience guidelines, recommending improved procedures with a QA score
target 90%, NPS +30, CSAT 90%.Customer Effort 90%.
- Ensure
clients outpatient approvals are issued via email as per SLA.
- Maintains
communication equipment by logging in 90% of interactions through CRM for
traceability / visibility.
- Perform
any other duties as may be assigned from time to time.
Key Performance Measures:
As described in your
Personal Scorecard
Knowledge,
experience and qualifications required:
- University
degree in a social science or business related field.
- At
least 2-3 years’ experience in a contact center.
Technical/ Functional
competencies:
- Ability
to discreetly handle sensitive and confidential information.
- Strong
organizational skills; ability to prioritize work and meet deadlines.
- Strong
writing, analysis and presentation skills.
- Computer
literate (MS Word, PowerPoint and Excel expert).
- Records
management.
- Planning
and organizational skills.
Unposting Date: 08-03-2023