Customer Experience Officer Job at LEAD Enterprise Support Company Limited
LEAD Enterprise Support Company Limited is a foremost Human Resources Solutions organization with many years of cumulative experience and expertise. We are prolific in Outsourcing, Recruitment, Head hunting and HR Advisory. We are a multi-sectorial servicing company, with landmark service deliverables to our clients in varied industries.
We are recruiting to fill the position below:
Job Position: Customer Experience Officer
Job Location: Ikeja, Lagos
Employment Type: Full-time
Job Summary / Objective
- The Customer Experience Officer shall be accountable for assisting a variety of customers across various touchpoints including telephone, in-branches, and digital channels, amongst others, as well as overseeing accordance with agreed business processes and compliance.
Duties and Responsibilities
- Provides telephonic, email, and face-to-face service to customers and intermediaries.
- Delivers on daily production standards and adheres to service and quality standards.
- Adheres to business, process, and compliance rules.
- Strategically creates superior customer experience at the branch both for internal and external stakeholders.
- Perform quality checks on the customer experience process at the branch which includes own work.
- Drive sales of company products to walk-in and call-in customers through direct product referral, as well as upsell and cross-sell products directly to clients to meet the 25% contact centre conversion targets.
- Assist customers with their claims queries and maintain relationships with relevant departments to ensure the process is completed with our 24hour SLA with all units
- Inform customers timely of requirements and procedures for their Claims, New business purchase via available digital platforms, policy renewals, part-withdrawals or surrender process.
Job Requirements
- A Bachelor's Degree in Marketing, Communications, Advertising, Business Management, or in a related field preferred
- 1-2 years of actual experience working in a similar position.
- Attention to Detail.
- Proficient in Microsoft Office suite (Word, Excel, and PowerPoint).
Method of Application
Interested and qualified candidates should send their CV to: recruitment@leadhradvisory.com using the Job Position as the subject of the email.
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