Contact Centre Executive at CIC Insurance

PURPOSE:

Reporting to the Contact Centre Manager, the role holder will provide exceptional customer service in respect to all lines of business for all CIC subsidiaries.

PRIMARY RESPONSIBILITIES:

• Receive in-bound communication from CIC stakeholders through email and phone calls and respond to these queries in a timely and efficient manner;
• Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;
• Carry out monthly customer callouts for all lines of business;
• Manage and efficiently resolve customer complaints;
• Provide customers with product and service information;
• Update existing customer information as required;
• Identify and escalate priority issues;
• Follow up prospective customer queries for conversion into new business;
• Document all call information according to standard operating. Record interactions with customers, including comments, complaints, and the actions taken to resolve the issues on available tools such as CRM.
• Respond to all queries arising from various channels such as social media, email, webforms and other platforms within the standard timelines;
• Handle any other duties as assigned by Contact Centre Manager or Head Customer Experience.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education    Bachelor’s Degree    Degree from a recognized University

Experience Required:

• Two years Relevant experience