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Contact Centre Assistant (Britam Microinsurance) – (25000018)
Job Purpose and Key responsibilities
Job Purpose:
The successful candidate will be responsible for engaging with clients on a one-on-one basis, raising awareness about the program, guiding clients through the enrollment process, and performing additional duties as assigned. The primary business objective is to recruit 1,000 Britam customers into the program over a two-month period.
Key Responsibilities:
Client Engagement:
- Conduct one-on-one interactions with clients to understand their needs and provide support.
Build trust and rapport with clients to foster long-term engagement.
Program Awareness:
- Educate clients about the Britam Lea Mama Program, highlighting its benefits and features.
- Address client inquiries and provide clear, accurate information about the program.
Enrolment Guidance:
- Assist clients in the enrolment process for the Lea Mama Program.
- Ensure that clients complete all necessary steps to successfully join the program.
Additional Duties:
- Perform other tasks as assigned by the supervisor to support the overall goals of the program.
Business Objective:
- Recruit 2,000 Britam customers into the Britam Lea Mama Program within one year.
Support the evaluation and potential continuation of the program based on its success during the pilot phase
Support sales:
- Generate sales leads by upselling and cross selling: identify and assess customers’ needs and share this feedback with the team for action. Drive revenue and customer retention through customer relationship management.
Service improvement:
- Utilize feedback from customers to facilitate improved quality of services being provided.
Relationship Management:
- Actively build, manage and maintain strong positive customer relationships and ensure top of mind awareness for our customers.
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required:
- Minimum bachelor’s degree in a related field; additional qualifications in customer service or healthcare-related fields are a plus.
- Previous experience in a contact centre, customer service, or healthcare support role is preferred.
Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Ability to work independently and as part of a team.
- Proficiency in using customer service software and tools.
- Empathy and patience when dealing with clients.
