JOB PURPOSE

• The Customer Experience Assistant will be responsible for managing customer interactions across various touchpoints, including calls, emails, and walk-ins. He or she will ensure timely resolution and follow-up of customer enquiries, complaints, claims, renewals, and service requests while coordinating with internal teams to deliver excellent customer service.
• The role will also support customer retention, maintain accurate service records, and ensure compliance with company policies, service standards, and regulatory requirements.

KEY TASKS, DUTIES AND RESPONSIBILITIES

• Manage customer interactions across all touchpoints, including calls, emails, walk-ins, SMS, and social media, ensuring timely and professional responses.
• Resolve and follow up on customer enquiries, complaints, service requests, claims, renewals, and escalations within the agreed turnaround times.
• Coordinate with relevant internal departments to ensure timely resolution of customer issues and seamless service delivery.
• Maintain accurate and up-to-date customer service reports, escalation trackers, IT downtime logs, renewal prelists, and other operational records.
• Monitor and escalate unresolved or high-risk customer issues to the relevant teams and management for timely action.
• Support customer retention initiatives by ensuring effective follow-up on customer issues, renewals, claims, and other service-related matters.
• Ensure compliance with company policies, service standards, regulatory requirements, and established customer service procedures.
• Prepare timely and accurate customer service reports to support management decision making and monitoring of service performance.
• Identify customer service gaps and support initiatives aimed at improving customer experience, service delivery, and customer satisfaction.
• Maintain professional relationships with customers and internal stakeholders while upholding confidentiality, integrity, and the company’s corporate image.

REQUIREMENTS

• A Bachelor’s degree in Communication, Business Administration, or a related field from a recognized university.
• At least 3 years of relevant experience in Call Centre or Customer Service.
• Diploma in Insurance is an added advantage.
• Strong written and verbal communication skills.
• High level of integrity and professionalism.
• Ability to multitask, work independently, and effectively manage customer interactions.
• Proficiency in Microsoft Office and customer service systems.