GlobalProfilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Head of Customer Service for our leading client in the Insurance industry.
RESPONSIBILITIES:
- Providing help and advice to customers using the organization’s products or services;
- Communicating courteously with customers by telephone, email, letter and face to face;
- Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
- Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
- Issuing refunds or compensation to customers;
- keeping accurate records of discussions or correspondence with customers;
- Analyzing statistics or other data to determine the level of customer service your organization is providing;
- Producing written information for customers, often involving use of computer packages/software;
- Writing reports analyzing the customer service that your organization provides;
- Visiting customers to provide a one-to-one service;
- Developing feedback or complaints procedures for customers to use;
- Developing customer service procedures, policies and standards for your organization or department;
- Meeting with other managers to discuss possible improvements to customer service;
- Training staff to deliver a high standard of customer service;
- Leading or supervising a team of customer service staff;
- Learning about your organization’s products or services and keeping up to date with changes;
QUALIFICATION AND EXPERIENCE:
- Minimum educational qualifications required for the position include a Bachelor’s degree in any degree. ·
- Minimum 5 yrs relevant experience
- Excellent leadership and problem solving skills
- Excellent interpersonal skills
- Excellent attention to detail with good analytical skills
- Excellent verbal and written communication skills.
Apply now