Customer Experience Executive at APA Life Assurance Company Ltd

KEY PRIMARY RESPONSIBILITIES

• Serve as the first point of contact for clients, addressing all service and product inquiries via phone, email, and in-person interactions, aiming for first-contact resolution whenever possible.
• Collaborate with internal teams to resolve client queries, complaints and escalations, providing accurate and timely solutions.
• Maintain organized and up-to-date documentation of all client interactions, transactions, and correspondence.
• Manage workflow to meet client timelines, including processing orders, forms, applications, and other service requests.
• Handle and resolve client complaints within established turnaround times (TATs), ensuring follow-up, root cause and corrective action before closure.
• Oversee ticket management to ensure all client issues are tracked and addressed within agreed service level agreements and timelines.
• Uphold service excellence standards at the front office, promoting a professional and welcoming client experience.
• Execute assigned projects and initiatives, contributing to team and organizational goals.

ACADEMIC QUALIFICATIONS

• Bachelor’s degree in Marketing or any other relevant course

JOB SKILLS AND REQUIREMENTS

• Interpersonal skills
• Communication skills
• Listening skills
• Problem analysis/solving skills
• Attention to detail and accuracy
• Knowledge of product
• Time management skills
• Adaptability, initiative and stress tolerance.

PROFESSIONAL QUALIFICATIONS

• ACII / Diploma in Insurance will be an added advantage

EXPERIENCE

• At least 1 year of relevant work experience in a Customer Experience role