Client Service Officer (Port Harcourt) at MetroHealth HMO Limited

Role Description

• Cultivate, establish and maintain business relationships with assigned clients, their members, and representatives.
• Exceptional responsiveness to client requests; troubleshoot problems to ensure member satisfaction
• Anticipate/identify key client challenges and proffer solutions where necessary
• Update and keep accurate client details and directory
• Frequently monitor client satisfaction with services provided
• Maintain regular interaction with assigned clients, through scheduled meetings or via telephone or written communication
• Liaise with different departments about client queries
• Ensure a seamless ‘end to end service for clients across all interfaces with the Company
• Develop effective communication platforms for clients
• Demonstrate expert knowledge of the Company’s products and services.
• Prepare Business Case forms for client renewals following scheduled processes and departmental  policy
• Arrange periodic review meetings with client contacts; prepare the necessary reports for, and call  memos of, such meetings and follow up as necessary
• Prepare and provide a weekly schedule of planned activities
• Conduct customer service workshops such as “How the Scheme Works”, IT systems training  (where relevant), and other relevant presentations
• Ensure prompt delivery of ID cards for members
• Work with the Billing department to ensure prompt payment of premiums
• Keep accurate correspondence records for clients 
• Escalate client issues or challenges promptly, following departmental policy
• Ensure client service agreements are prepared and executed by all clients, working with the Legal department.
• Ensure repeat-business / scheme renewals by clients. 
• Develop and foster growth within existing clients through proactive soliciting for additional members and/or up-selling to higher plans and/or value-added services and products
• Support Sales department by communicating existing customer feedback
• Any other assignment as required by Management

Requirements

• A degree in Social Sciences/ business or any related field.
• Minumum of 2-3 years cognate experience within the HMO space.
• Calm, polite, and professional behaviour and demeanor
• High service orientation
• Ability to work independently and be self-motivated
• Excellent interpersonal communication skills, both verbal and written.
• General business knowledge
• Strong organizational and time management skills
• Computer literate with competency in Microsoft PowerPoint, Excel, Office 365/Skype, and Word