Reliance Care Officer at RelianceHMO

The Position

• The ideal candidate will be responsible for interacting with our customers and various stakeholders, ensuring excellent customer service experience and client retention across all engagements.
• As one of the first contact for our customers and stakeholders, you will be expected to show a high level of product knowledge, learning agility, empathy, emotional intelligence and problem-solving acumen. Also, you are able to learn fast and work under high pressure.
• You are a team player able to work across different stakeholders, communicate expectations openly and clearly, and welcome constructive feedback.

Key Responsibilities

• Communicate courteously with clients (Individuals and SMEs) across all assigned platforms.
• Respond to requests, enquiries and complaints from clients and prospective clients.
• Assist prospective clients in their choice of companyТs Health Plan by providing relevant information.
• Follow-up on prospective clients and ensure they become actual clients.
• Upgrade enrollees Health plans accordingly.
• Escalate unresolved issues to the team lead and follow-up on the clientsТ complaints.
• Politely attend to clients suggestions, objections and complaints.
• Communicate with clients to inform them of updates in service.
• Conduct surveys to evaluate Customer Satisfaction.
• Forward feedbacks, tasks and recommendations to appropriate units/personnel.
• Record details of customer feedback using the appropriate internal communication system.
• Document daily activities and forward report to Team Lead.
• Update the to-do list from communication with clients.

Must Haves

• Minimum of HND/ BSC in Communications, Marketing, or a relevant field.
• Previous experience in Customer service or a related role.
• Proficiency in the use of Microsoft Office tools and business software.
• Willingness to work on a shift basis and weekends.
• Working knowledge of customer service principles and etiquettes.
• Excellent emotional intelligence and problem-solving acumen.
• Excellent communication skills.

Some Perks and Benefits

• Employee-friendly working conditions
• Generous health insurance package; including gym passes
• Modern, cosy and collaborative workspace

You'll love this opportunity because:

• You'll have a lot of independence in managing projects
• We have a vibrant and active culture
• Co-workers are a close-knit, intelligent, and motivated team