Customer Experience Officer (3 Positions) at Madison Group Limited

The Customer Experience Officer (3 positions) will be located at the Company’s Head Office. The role reports to the Deputy Manager- Operations and will be responsible in assisting in the effective running of the Customer Experience Department. This will involve the following key responsibilities.

Responsibilities:

Call Centre Duties 

• Receiving and processing client instructions from the various customer touchpoints accurately and in a timely manner.
• Managing communication on the official customer service email and telephone hotlines and providing prompt, professional responses.
• Handling client onboarding, registration from the various customer touchpoints and records management.
• Cross selling Company and Group Products

Service Centre Duties 

• Attending to walk-in clients and addressing their service needs.
• Interacting with clients across all touchpoints and resolving queries and complaints efficiently within the set TAT.
• Cross selling Company and Group Products

Reporting Duties 

• Sharing clients’ monthly statements and agents’ commission statements within the set timelines.
• Maintaining and updating the complaints register within the compliance timelines.
• Updating periodic reports for the department as per the set timelines 

Compliance Duties 

• Ensuring compliance with existing Company controls, policies, and procedures while handling clients and client requests.
• Ensuring compliance with regulators while handling clients and client requests.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES

Qualified candidates are expected to possess the following:

• A minimum of a Bachelor’s degree in a related field. 
• At least 2 years’ experience in Customer Service in the Financial Services Industry.
• Must have Call Center experience.
• Be detail oriented and possess strong administration skills.
• Must have excellent people skills.
• Have exceptional written and oral communication skills.
• Ability to work independently and be flexible to work outside normal working hours and in shifts.