Job Title

Customer Experience Officer at CIC Insurance

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Job Description

PURPOSE:

To provide general 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 in accordance to the call centre contact strategy;
  • Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;
  • Carry out monthly customer callouts for all lines of business;
  • Collect and analyse customer feedback at the group level and document as required;
  • 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 procedures and produce reports;
  • Respond to queries on social media within the standard timelines;
  • Conduct training of staff on customer service related topics.

PERSON SPECIFICATIONS

Academic Qualifications

  • Degree in a business related field.

Professional Qualifications

  • Customer experience training is an added advantage.

Experience

  • Up to two (2) years’ relevant experience

Skills and Attributes

  • Excellent communication and presentation skills
  • Problem solving skills
  • Excellent interpersonal skills
  • Computer literate in MS Office and other office applications
  • Understanding of the working environment /competitors

Apply online on CIC Insurance website by 28 September 2022

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