Customer Service Executive at Prudential Zenith Life Insurance

Key Responsibilities:

• Respond adequately and timely to inbound communication from FSES and customers on all available platforms (E-mails, Phone and Live Chat).
• Initiate the Customer Engagement process by conducting the Premium Collection calls daily. • Initiate the Customer Engagement Calls for mobile insurance customers after policy purchase via the USSD platform.
• Receive inbound calls and ensure prompt response to emails to assist customers in their specific enquiries or complaints.
• Conduct data validation / non-financial alterations of customer details on the core IT in- house solution.
• Collate / update the Complaints register and give periodic reports to the Compliance team.
• Escalate and redirect complex and technical issues to the required unit, the unit head's back up or Unit head.
• Follow up on FSE / customer issues and provide adequate feedback/resolution.
• Send policy statement/documents to customers. • Send seasonal and required Email / SMS blasts to customers.
• Provide a high level of personalized customer service experience.
• Contribution of ideas for the improvement to standards and services.
• Assist other team members when necessary.
• Assist in collating weekly and monthly reports for the unit on customer interactions.
• Manage and escalate any technology and admin related issues for resolution.
• Attend to adhoc duties given by Unit Head

Qualifications

• University degree in any Social Science, Marketing, or an acceptable combination of education and experience.
• Experience
• Minimum of 3 years post NYSC work experience in Customer Service.
• Knowledge of Customer Service and Life Insurance.

Competencies

• Exceptional verbal communication and very good interpersonal skills.
• Excellent listening skills.
• Strong written communication skills
• Experience in customer relationship management
• Proficient in the necessary work tools such as MS Word, MS Excel & Power Point.
• Able to perform basic calculations and mathematical figures.
• Strong problem identification and objection resolution skills.
• Good level of initiative and ability to work without much supervision
• 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.