Customer Experience Manager at Hollard Life Assurance

Job Description

• Hollard General is looking for a Customer Experience Manager. 

Job Objective

• To proactively manage the company’s customer touchpoints across all relevant functions and channels of the business.
• The role will define and ensure the company’s service provision aligns with the customer journey to attract and retain them.
• They will provide outstanding customer service to clients by developing effective customer service procedures, managing the call centre, its technology, and team, implementing customer engagement activities, set and meeting customer satisfaction goals in line with corporate strategy. 

Main Duties & Responsibilities

• Ensure that the customer experience strategies are aligned to the larger marketing and business goals and outcomes
• Liaise with internal and customer-facing teams to ensure that gaps in the customer experience are plugged
• Meet and exceed the set GWP target for the business of the customer service unit and contribute to the company’s profit.
• Lead call centre representatives to better performance and improve service quality by providing sufficient customer support.
• Improve customer engagement by tracking customer interactions across all channels and systems to efficiently scale service and effect corrections.
• Create and deliver effective customer service procedures, policies, and standards (e.g., Customer Service Charter) and respond to customer service issues in a timely manner.
• Conduct periodic Customer/Service Quality surveys and use feedback to improve and delight customers in our service delivery
• Perform Data Analysis to effectively drive efficiency to ensure customer value is experienced while tracking customer retention and churn statistics as well as gathering data for product development
• Acts as the face of the Company for all customers and visitors and directly control the day-to-day activities of the front office and delivers customer service.
• Hire and train customer service and call centre agents and reduce agent attrition by motivating and rewarding high performers to improve agent loyalty.
• Prepare and submit monthly/quarterly reports by analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Focus on Customer Journey by ensuring that issues and complaints are tracked/resolved/escalated based on an agreed SLA

Required Skills or Experience

• A university degree or related qualification
• 5 years of experience in a customer service management
• Professional certification in Customer Service will be an advantage
• Knowledge of management principles and familiarity with company products/services
• Exceptional interpersonal skills and a client-centred approach.
• Strong collaboration and project management skills
• Outstanding written and verbal communication skills
• Knowledge of online customer engagement platforms and channels
• Proficiency in MS Office, as well as CX and CRM software.