Job Description

Clients’ Queries and Complaints: Receive, review, assess and resolve these in accordance with policy requirements and our customer charter.

Customer Engagement: Communicate with customers and other stakeholders to provide updates on queries and complaints statuses and any requirements needed from clients to resolve them.

Regulatory Compliance: Ensure all queries and complaints resolutions adhere to internal policies, regulatory requirements, and industry best practices.

Risk Management: Assess potential risks in queries and complaints processing, implement strategies to mitigate financial and reputational risks, and ensure early detection of fraudulent claims.

Reporting: Prepare and maintain accurate records and reports for management review.

Process Improvement: Identify trends in queries & complaints, recommend and implement improvements to proactively reduce these before they materialize.

Any other duties assigned from time to time

Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Provides specialist product and service knowledge that may lead to sales generation.

• Receive, review, assess and resolve clients’ queries and complaints in accordance with policy requirements and our customer charter.
• Communicate with customers and other stakeholders to provide updates on queries and complaints statuses and any requirements needed from clients to resolve them.
• Ensure all queries and complaints resolutions adhere to internal policies, regulatory requirements, and industry best practices.
• Assess potential risks in queries and complaints processing, implement strategies to mitigate financial and reputational risks, and ensure early detection of fraudulent claims.
• Prepare and maintain accurate records and reports for management review.
• Identify trends in queries & complaints, recommend and implement improvements to proactively reduce these before they materialize.
• Provide advanced product/service information and respond to basic customer questions about the product/service.
• Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships.
• Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer’s requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization’s products/services.
• Provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards.
• Provide specialist product and service knowledge that may lead to sales generation.

• Customer Service
• Communication
• Problem-solving
• Risk Management
• Reporting
• Process Improvement
• Product Knowledge
• Sales Generation
• CRM Management

• Experience in customer service or a related field.
• Knowledge of company policies and procedures.
• Ability to assess and resolve customer issues.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM systems.