Customer Service Officers (3)

JOB TITLE: Customer Service Officers (3)

JOB GRADE: C3

REPORTS TO: Supervisor Walk-in, Supervisor Contact Centre

DEPARTMENT: Commercial

DUTY STATION: Upcountry Branches

Job Purpose:

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 Lugbara 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)