PURPOSE:

To provide general customer service in respect to all lines of business for all CIC subsidiaries.

PRIMARY RESPONSIBILITIES:

• Champion the planning, execution, and oversight of the CRM implementation project;
• Collaborate with cross-functional teams to gather requirements and ensure alignment with organizational needs;
• Develop and deliver training programs to drive user adoption and satisfaction;
• 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;
• 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.

Academic and Professional Requirements

Education

• Bachelor’s Degree in communication and public relations
• Computer literate in MS Office and other office applications
• Customer experience specialist (CXS) Certification

Experience Required:

• Relevant experience    2