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Experience Center Officer

Posted On 11th Nov 2021
Location Accra -Adabraka, Greater Accra, Ghana
Preferred Qualifications First Degree With Relevant Certification In Insurance/ Related Industry Is An Advantage
Contract Type Permanent
Min. Years of Exp 5 years
Age Range Any
Preferred Gender Any
Interview Date 25th Nov 2021
Start Date 6th Dec 2021
Preferred Skills • An Ability And Willingness To Exercise Initiative, Make Decisions
Description • To Ensure Prompt Responses To Client Interactions With The Experience Center Via Multiple Channels Eg. Voice, Email, Chat Etc. • To Actively Ensure The Distribution Of Products And Service To Achieve Business And Revenue Targets Within The Scope Of The Experience Center. • To Actively Participate In Actions And Continuous Improvement Initiatives That Will Enhance Client Experiences. • Ensure That Experience Center Matrixes, Standards And SLAs Are Adhered To- To Ultimately Enhance Client Experiences • Ensure That Insights From Experience Center Interactions Are Duly Reported And Escalated For Management Decision Making • Actively Support The Implementation Of Strategies For Remote Client Engagements And Sales Prospecting – For Client Delight • Harness Opportunities For Direct Tele-sales Opportunities And Establish Relationships With Clients To Generate Referrals To Assist In Achieving Sales Target. • Execute Actions Based On Business Targets And Strategies But In A Manner Consistent With Expectation Of Clients • Actively Manage Targets By Establishing Close Working Relationships Across Stakeholder Units/departments To Deliver Customer Satisfaction Targets Whilst Promoting Product Uptake/renewals With Clients. • Actively Ensure Entry And Reporting Of All Complaints, Enquiries And Requests Received From Clients As Well As Status Of Resolution Activities And Issues That Are Resolved. • Actively Ensure Entry And Reporting Of All Prospective Targets, Actions Undertaken, Updates On Progress And Sales Closed. • Ensure Regular Reporting Of KPI For Monitoring, Measurement And Continuous Improvement Purposes. • Ensure That Customer Confidentiality Standards Are Maintained During Client Interactions With The Experience Center • Perform Duties In A Manner That Ensures That Fraudulent And Fictitious Requests, Including Potential Fraud Opportunities Are Detected, Declined And Reported Accordingly. • Ensure That Interactions With Clients Provide Them With Enjoyable Service Experiences At All Times • Ensure That Call And Email Scripts Are Adhered To At All Times • Ensure That Experience Center Standards, SLAs And KPIs Are Achieved And Any Deviation Attended To. • Ensure Brand Compliance In Undertaking All Above And Actively Communicate According To Company Standards • Actively Participate In Virtual Sales Campaigns E.g. Cross-sell Opportunities Within The Group • Propose Sales/ Marketing And Relationship Management Strategies In Line With Business Objectives For Experience Center. • Recommend Effective Above-The-Line And Below -The - Line Tactics To Achieve Targets • Provide Highlights Of Consumer Insights Gathered From Experience Center Interactions For Decision Making Purposes • Be Aware Of Market Competition To Constantly Improve On Relationship Management Performance And Drive. Other Role Details; • Strong Contact Center Management Experience Or Know-how (At Least 2 Years Experience) • Strong Knowledge Of Tele Sales And Virtual Client Engagements (insurance An Advantage) • Sound Knowledge Of Internal Processes With Sufficient Knowledge Of Regulatory Requirements To Enhance Ability To Deliver Expected Results. • Strong Interpersonal Skills Coupled With Professional Integrity To Build Credibility And Respect With Clients And The Team • Good Understanding Of Financial Services. Health Insurance Experience Would Be An Advantage • A Self- Starter With Good Analytical Skills • Good Leadership Skills With The Ability To Motivate Fast – Growing Teams
Conditions None