JOB DETAILS:

Provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions.

Roles and Responsibilities include:

• • Identify and evaluate customer needs especially those who walk into the center.
  • Record all customer transactions in customer relationship management (CRM) tool.
  • Provide advice to customers on the various benefits types offered, the qualification criteria, among others.
  • Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.
  • Assess own performance and seek feedback to improve performance.
  • Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money.
  • Verifying mobile and web app claims and contact customers with incomplete documentations.
  • Visit and receive claims from Very Important Persons that are unable to come to office
  • Receive, review and Initiate member claims into the system within expected turn around time for claims received.
  • Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund's strategic performance metrics.
  • Draft exceptional approval letters for member's whose claims need approval from the Managing Director.
  • Direct requests regarding delayed benefits payment and unresolved issues to the benefits team
  • Receive and answer customer queries on the different online channels.
  • Respond to customer reviews and handle negative reviews.
  • Maintain audience experience on online channels.
  • Record and capture all customer transactions in the customer relationship management tool.

Education Requirements:

• A bachelors degree in Business studies, Social studies, social work and administration or Hospitality or any related field
• A professional certification or training in customer experience is an added advantage

Work Experience and Skills:

• 2 years experience in customer service in a busy commercial  environment
• Fluency in either English, Lugbara, Alur or Swahili is required.

Key Competences:

• Commitment & Integrity
• Proactivity & Innovation
• Getting Work Done
• Relationship Building
• Communicating and Influencing
• Resilience & Resourcefulness
• Thinking and Problem Analysis
• Service Delivery(Advanced)
• Analytics Skill(Intermediate)
• Data management (Intermediate)
• Communication(Basic)
• Process Knowledge(Advanced)