PURPOSE:
Reporting to the Contact Centre Manager, the role holder will provide exceptional customer service in respect to all lines of business for all CIC subsidiaries.
PRIMARY RESPONSIBILITIES:
- Receive in-bound communication from CIC stakeholders through email and phone calls and respond to these queries in a timely and efficient manner;
- Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;
- Carry out monthly customer callouts for all lines of business;
- Manage and efficiently resolve customer complaints;
- Provide customers with product and service information;
- Update existing customer information as required;
- Identify and escalate priority issues;
- Follow up prospective customer queries for conversion into new business;
- Document all call information according to standard operating. Record interactions with customers, including comments, complaints, and the actions taken to resolve the issues on available tools such as CRM.
- Respond to all queries arising from various channels such as social media, email, webforms and other platforms within the standard timelines;
- Handle any other duties as assigned by Contact Centre Manager or Head Customer Experience.
| Key Skills, Knowledge, Experience and Behavioural Competencies | ||||||||||
Academic and Professional Requirements
Experience Required:
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| CIC Insurance Values | ||||||||||
| CIC insurance Group is committed to providing excellent service, spur further growth and employees are required to align their behaviour to the following core values as critical to driving their performance;
· Integrity- Be fair and transparent · Dynamism- Be passionate and innovative · Performance- Be efficient and results driven · Co-operation- Live the Co-operative spirit |
If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://careers.cicinsurancegroup.com/ clearly indicating the position being applied for.
The application should reach us by close of business on 28th January, 2025. Please note only short-listed candidates will be contacted. If you do not hear from us by 28th February, 2025 consider your application unsuccessful.
N/B: This job advert is open to both internal and external candidates.