Assistant Manager (Customer Experience) Job at GA Insurance

Assistant Manager (Customer Experience) Job at GA Insurance… See details on how to apply for the opportunities available at GA Insurance.

Descriptions;

Developing, documenting, implementing and improving the Customer Service Charter/SOP
Monitoring and measuring the Customer Experience in line with the Service Charter and Standards
Defining the KPIs for the Customer Service Team and close monitoring of their operations
Arranging timely training of the Customer Service Team on products, process, system, Customer Service
Orientation and more as and when required by the team
Ensure all issues are tracked correctly and on time escalation is done wherever required
Ensuring follow-through of the resolution of customer issues post-escalation
Sharing daily reports related to the Customer Service function including the
Escalations to respective stakeholders within the Organization
Monitoring and reviewing the performance of the Customer Service Team
Managing the organization’s service recovery policy/ initiatives
Coordinating with the cross-functional team
Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.
Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.
Specification of the customer relations manual functionalities and management of the same
Preparing management reports relating to the Customer.
Implement and Manage the Call Center for queries and information.
Follow up on online quotations/ Queries to be responded on time from various departments.

Submit your CV, copies of relevant documents and Application to [email protected] 

Use the title of the position as the subject of the email.

Application Deadline: 28th January 2022.