Customer Experience Officer – Branch Administrator at Jubilee Insurance

Job Ref. No. JAML059

Role Purpose

The role holder will serve as the primary point of contact for visitors, clients, and employees, playing a critical role in shaping the overall customer experience. This position is essential in fostering a positive and welcoming environment across all touchpoints, ensuring that every interaction reflects the company’s core values and commitment to delivering exceptional customer service.

Main Responsibilities
Client Interaction and Support:

• Serve as the first point of contact at the branch, efficiently managing client inquiries, complaints, and service requests.
• Utilize Customer Experience (CX) CRM tools for tracking, reporting, and ensuring seamless client interactions.
• Provide comprehensive information about JAML services, guiding clients as needed to ensure their needs are met effectively.
• Maintain and regularly update client records, ensuring the highest level of data accuracy and integrity.
• Implement and monitor customer engagement, loyalty, and retention programs to enhance client satisfaction and foster long-term relationships.
• Oversee the management and presentation of customer experience reporting dashboards to provide insights into client interactions and service levels.

Operational Support:

• Collaborate with cross-functional teams and departments to address and resolve complex client issues, ensuring timely and satisfactory outcomes.
• Support the rollout and execution of new client service initiatives at the Branch, contributing to the continuous improvement of client services.

Administrative Duties:

• Manage daily administrative responsibilities, including scheduling meetings, overseeing document management, and preparing routine reports.
• Ensure the efficient operation of the office by coordinating tasks and facilitating communication between departments as needed.

Skills Required

• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and a customer-oriented mindset.
• Organizational skills with attention to detail.
• Basic understanding of financial products and services.
• CRM experience in handling customer queries.
• Proven experience in sales, especially in telesales or customer service.

Key Competencies

• Strategic thinking and decision-making abilities.
• Strong problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Results-oriented mindset with a focus on delivering quality outcomes.

Qualifications

• Degree in Business Administration, Customer Experience, or a related field.

Relevant Experience

• Minimum of 2-3 years of experience in customer service, preferably within the asset management sector.