Senior Customer Service Officer

The job holder is responsible to receive and process customer requests via walk-in, email, and ticketing system enquiries and complaints relating to the company’s products and services. Ensure delivery of high-quality service to customers in the issuance of documents like policies, endorsements, and certificates to the customers/brokers, etc. in compliance with set policies and procedures.

Policies Processes & Procedures:

Adheres to requirements of operational procedures and instructions to the team so that work is carried out in a controlled manner.

Day-to-Day Operations:

Performs the day-to-day operations of the Customer Services team at the front desk of branches under the supervision of the Supervisor Consumer Lines to ensure that work processes are implemented as designed and comply with established standards and procedures. Coordinates with other branches/front desk for day-to-day activities.

Customer Services Operations:

Receives and evaluates submissions on new and renewal business within authority.

Ensures consistent, accurate, and high-quality customer service for all types of transactions for the following services:

1. Quotation
2. New business
3. Renewal
4. Endorsements
5. Customer complaint

Delivers the service according to predefined SLAs.

Monitors inflow and outflow of business requests and ensures they are handled according to the company’s quality standards.

Key in information and complete the new business transactions.

Adjusts information and complete the endorsement transactions.

Completes the transactions referred from the branch’s front desk.

Response Rates:

Responds to customer requirements in the appropriate timescales in order to meet customer expectations.

Customer Complaints:

Receives customer complaints and resolves them timely to the satisfaction of the customer or provides a reasonable and acceptable explanation based on company policy. Escalates matters to the Supervisor if necessary.

Reports:

Provides management with appropriate reports regarding the unit and compliance with operational policy and procedures.

Prepares a monthly report to track and follow up the number of customer tickets which are pending to ensure closure of customer tickets issued monthly.

Experience:

Requires 2-4 years of experience in Medical Insurance.