Service Excellence Executive- Social Media at Jubilee Insurance

Job Ref. No: JHIL 148

Role Purpose

The role holder will be responsible for driving customer-centric strategies and initiatives to enhance the overall customer experience and satisfaction within JHIL. This role focuses on enhancing customer satisfaction and engagement through various channels, with a specific focus on social media platforms and group emails. He/She will be responsible for managing our company's social media presence, interacting with customers online, and ensuring a positive and seamless customer experience across all touchpoints.

Main Responsibilities
Operational
Community Engagement:

• Foster a positive and vibrant online community by actively engaging with our audience on various social media platforms.
• Respond promptly to comments, messages, and mentions in a personable and brand-consistent manner.
• Monitor and moderate user-generated content to maintain a positive online environment.

Customer Support:

• Manage and respond to customer queries and concerns channelled through group emails shared on our website.
• Provide timely and accurate information, addressing customer inquiries with professionalism and empathy.
• Collaborate with relevant teams to ensure complex issues are resolved effectively.

Analytics and Reporting:

• Utilize social media analytics tools to track and measure community engagement metrics.
• Prepare regular reports on key performance indicators (KPIs), summarizing audience sentiment and engagement levels.
• Provide insights and recommendations based on data analysis to enhance community engagement strategies.
• Monitor and achieve KPIs, such as engagement rate, response time, customer satisfaction score (CSAT), and resolution time for online queries.

Online Campaign Monitoring:

• Utilize analytics tools to track key performance indicators (KPIs) and assess the success of online campaigns.
• Proactively identify areas for improvement and optimization in ongoing and upcoming campaigns.

Issue Resolution:

• Monitor social media channels and group emails for any issues or concerns raised by the community or customers.
• Collaborate with the appropriate teams to resolve issues promptly and effectively.
• Provide insights and recommendations for preventing similar issues in the future.

Data Management:

• Accurately document customer interactions, feedback, and relevant information in the CRM System.
• Provide insights and feedback to contribute to the continuous improvement of customer experience processes.

Stakeholder Collaboration:

• Collaborate with internal teams, such as marketing, care excellence, customer support and provider relations, to ensure coordinated efforts in customer service.

Service Recovery:

• Implement strategies for service recovery in cases of customer dissatisfaction, aiming to rebuild trust and retain customers.

Product/ service Knowledge:

• Stay informed about the company’s products, services, and policies to effectively communicate information to customers.
• Continuously update the knowledge base with the latest information to better assist customers.
• Collaborate closely with the content and design teams to ensure social media content aligns with brand strategy and resonates with the target audience.

Continuous Learning:

• Suggest innovative ideas and approaches to enhance customer experience and streamline processes.
• Develop and execute interactive campaigns (e.g., polls, contests, and live Q&A sessions) to boost engagement and build a stronger online community

Leadership & Culture

• Demonstrate continued personal development.
• Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
• Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization's objectives.

Corporate Governance

• Ensure that customer service practices align with relevant healthcare regulations, policies, and compliance standards.
• Stay updated on industry trends, regulatory changes, and advancements in customer service practices to enhance expertise.
• Collaborate with compliance and legal teams to ensure customer-centric practices align with regulatory requirements.

Key Competencies

• Strong sense of humour and ability to use light-hearted banter appropriately to engage with clients on social media, fostering a friendly and approachable brand tone.
• Ability to balance professionalism with relatability, ensuring all interactions align with the brand's voice and values.
• Exceptional written and verbal communication skills, with a strong command of grammar and tone customization for different audiences.
• Expertise in managing online crises, including formulating responses to negative feedback or complaints, escalating issues when necessary, and maintaining brand reputation during challenging situations.
• Proficiency in using social media management tools (e.g., Hootsuite, Buffer) and analytics tools (e.g., Google Analytics, Meta Business Suite) for performance tracking and campaign optimization. CRM is a must.

Academic and Professional Qualifications

• Bachelor's degree in Business Administration, Healthcare Management, or a related field.
• Relevant certifications in customer service or customer experience are advantageous.

Relevant Experience

• At least 3 years of experience in a similar role, with experience in Customer Relationship Management (CRM) systems, such as Salesforce or HubSpot.