Customer Experience Officer

Job Title: Customer Experience Officer

GK General Insurance Company seeks to identify an individual looking for an excellent opportunity to progress his/her career; and who possesses the vision and energy to help drive dynamic changes in the company, in the following capacity:-

Purpose of Job:

The incumbent will be responsible for providing customer experience leadership and reinforcing a culture of Customer Service Excellence through continuous training, observation, coaching, and implementation of relevant CX processes. In addition, the incumbent is expected to manage the customer complaint management system ensuring CX principles are implemented and adhered to.

Reporting to the AGM, Client & Partner Services, GK General Insurance Limited, the incumbent is expected to:

Primary duties will include:

Conduct studies and research to discover new techniques necessary for improving customer experience.

Define and implement standards/procedures for ensuring optimal customer experience. Develop and execute CX strategies, including Quality Advantage Programme and New Recruit Training.

Oversee the restructuring of the organization into a customer-focused establishment.

Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.

Assist with the analysis of the Customer Service Surveys & Mystery Shopper Programme and develop action plan to address areas of concern.

In collaboration with Dept/Portfolio heads review and update expected customer service levels and standards across departments.

Audit interactions of customer facing representatives with customers to ensure quality control and make recommendations.

Prepare and conduct team and individual coaching sessions to instill and reinforce the culture of service excellence.

Develop and maintain records of team’s performance against standards.

Manage the Team of Customer Service Ambassadors, Operators and Receptionist.

Oversee the administration of the company’s loyalty programme (GKVR and FGB Rewards).

Oversee the company’s complaints management system.

Perform other duties and activities that may be assigned from time to time.

Minimum Qualifications, Knowledge & Experience:

First Degree in Business Administration, Management Studies or related field

Minimum of three (3) years’ experience in a similar capacity

Certificate in Customer Experience would be an asset

Desired Competencies:

Interpersonal Skills

Team Oriented

Verbal Communication

Active Listening

Excellent Telephone Etiquette

Relationship Management

Knowledge of Coaching and Training techniques

Change Management skills would be an asset

Working knowledge of CRM tools