Customer Service Officer at AXA Mansard

Details:

• Respond timely and adequately to all incoming communication from customers on all available platforms (calls, emails and sms).
• Send hard copy welcome letters/certificate to newly registered customers.
• Send statement of account to customers.
• Initiate calls and send mails to customers in order to respond to enquiries or to treat complaints.
• Handle customer objections swiftly and appropriately ensuring maximum retention at all times.
• Provide a high level of personalized customer service experience.
• Update all daily interactions of customers on the database using Sybase.
• Escalate any issues that requires RSA reconciliation to contribution unit.
• Escalate and Redirect complex and technical issues to the required unit, the unit head’s back up or Unit head.
• Answer incoming calls and emails to assist customers in their specific enquiries or complaints.
• Follow up on customer issues and providing adequate feedback / resolution.
• Assist other team members when necessary.
• Contribution of ideas for the improvement of standards and services.
• Recommend potential products or services to management by collecting customer information and analysing customer needs.
• Maintenance of customer log sheet.
• Assist in collating weekly and monthly reports for the unit on customer interactions.  
• Manage and escalate any technology and admin related issues for resolution.
• Maintain customer records by updating account information.
• Resolve product or service problems by clarifying customer’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem ,expediting correction adjustment and following up to ensure resolution.
• Attend to adhoc duties given by Unit Head and Head of operations.

Required Skills and Competencies

• University degree in any Social Science, Marketing, or an acceptable combination of education and experience.
• At least 6months of direct work experience in a Customer Service environment (telesales capacity).
• Exceptional verbal communication and very good interpersonal skills.
• Excellent listening skills.
• Strong written communication skills
• Experience in customer relationship management
• Ability to use a computer system and necessary work tools such as MS Word and MS Excel
• Ability to perform basic calculations and mathematical figures.
• Strong problem identification and objection resolution skills.
• Good level of initiative and ability to work with not much supervision
• In addition, prospective candidate should have:
• Ability to learn fast and work under pressure
• Self-motivated, with high energy and an engaging level of enthusiasm.
• Ability to work individually and as part of a team.
• High level of integrity and work ethic.