Executive, Customer Experience at Heritage Insurance

Job Summary

The role holder will be responsible for improving the overall experience each customer has with our brand.

Key Responsibilities

•  Provide high level customer experience and maintain quality standard in daily operations
•  Conduct service and communication checks on daily basis to refer or resolve any requests from customers launched through communication channels
•  Respond to customer queries promptly and offer fair resolutions that are compliant to company policies, governance and are in line with customer charter
•  Inform and educate customers on products to ensure retention of existing customers, increase sales revenue and the organization’s customer base.
•  Support customer onboarding and quality checks to ensure customer retention
•  Establish customer needs and act promptly to address enquiries or requests
•  Prompt escalation of customer issues and challenges for resolution.
•  Handle customer calls, emails and feedback received in line with Service Level Agreements, policies, and customer charter
•  Actively participate in data enrichment which involves data capture, review, analysis and generate reports as may be required from system
•  Pro-actively engage with customers to identify risks, problems, and potential opportunities.
•  Champion customer fairness treatment in the business.
•  Procure customer feedback and prepare reports for business review and enrichment of processes, product,  and skilling for people.
•  Support and champion customer experience training within the business

Qualifications

• Bachelor’s Degree in Social Sciences or business-related field.
• ICX/CIM/MSK certification is an added advantage.

Experience

• 2 years’ experience in the insurance or financial services industry.

Competencies

•  Superior interpersonal communication skills
•  Emotional intelligence and maturity
•  Understanding of personalities and matching mode of communication
•  Skilled in task prioritization and executing tasks.
•  In-depth knowledge in insurance solutions and abreast of market trends
•  Good understanding of business operations
•  Knowledgeable in customer service and customer experience measures