Assistant Manager Customer Experience at GA Insurance

About the position

Job Summary:

The Overall Purpose of the position is to maintain customer satisfaction for both internal and external customers of the Company, by providing problem-solving resources, managing staff, and ensuring the smooth running of the Customer Experience Unit

Duties and Responsibilities:

• Developing, documenting, implementing, and improving the Customer Service Charter
• Monitoring and measuring the Customer Experience in line with the Service Charter and Standards
• Ensuring follow-through of the resolution of customer issues post-escalation.
• Managing the organization’s service recovery policy/ initiatives.
• Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.
• Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.
• Specification of the customer relations manual functionalities and management of the same
• Performing continual Customer Service Training and Development
• Monitoring and reviewing the Customer Experience Unit’s performance
• Preparing periodical customer experience reports and other management reports relating to the Customer.
• Implement and Manage the Call Center for queries and information.
• Follow up on online quotations/ Queries to be responded on time from various departments.

Audit and Compliance

• To ensure follow-through of policies and procedures as set out

Job Holder Specifications:

Education/Qualifications:

• Relevant University Degree
• Relevant Professional Certifications
• Membership to a professional body
• Financial Services experience in a similar role will be an added advantage

Working Experience:

• 5 – 8 years experience