Customer Care Assistant I - 2 Posts at Insurance Regulatory Authority (IRA)

Job Specifications

Duties and responsibilities will entail:

• Providing expert assistance and supervision to customer care assistants, addressing inquiries, resolving issues, and ensuring overall satisfaction.
• Leading and guiding a team of customer care representatives, providing mentorship and support to enhance their performance.
• Ensuring telephone serviceability of telephone operations.
• Handling escalated customer concerns, finding effective solutions, and ensuring a positive customer experience.
• Providing customers with comprehensive and accurate information.
• Maintaining clear and concise communication with customers, team members, and other functional areas to facilitate efficient problem-solving.
• Monitoring and evaluating customer interactions to maintain service standards and identify areas for improvement.
• Analysing customer data and feedback to identify trends, patterns, and areas for improvement in customer service processes.
• Developing and implementing improvements to customer service procedures to enhance efficiency and effectiveness.
• Implementing strategies to retain and build long-term relationships with customers.
• Maintaining detailed records of customer interactions and resolutions, contributing to a comprehensive knowledge base.
• Staying updated on industry trends and adapt to changes in customer needs, ensuring the team is equipped to provide relevant support.
• Handling disputes or conflicts with customers diplomatically, aiming for swift and fair resolutions.

Person Specifications

For appointment to this grade, an officer must have at least:

• Six (6) years’ cumulative relevant work experience, three (3) of which should have been at the grade of Customer Care Assistant II or in a comparable position.
• Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.
• Proficiency in computer applications.

Competencies and Skills

• Communication skills
• Interpersonal skills
• Report writing skills
• Presentation skills