Customer Service Representative at Ark Insurance Group

Job Responsibilities

• Manage large amounts of incoming phone calls and emails in a timely manner.
• Understand, Identify, and assess clients/agents’ needs/questions/complaints related to the business (payment information, App /Platform issues, Insurer backend issues) to provide appropriate solutions, its alternatives and achieve satisfaction; follow up to ensure resolution.
• Build sustainable relationships and trust with clients through open and interactive communication.
• Take the extra mile to engage customers/agents for resolution purposes.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Efficiently, follow communication procedures, guidelines, and policies as taught.
• Meet customer service targets and call handling quotas with reports.
• Keep records of customer interactions, process customer accounts and file documents online (excel, word); power-point presentation is a plus.
• Liaise with in-house Development Team on technical issues.
• Eventually learn how to train users on using the Retail platform.

Key Result Areas

• Customer service disposition is needed, you should like to talk to people.
• Strong phone contact handling skills and active listening.
• Familiarity with Outlook Office365 systems.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication, written and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.

Skill Requirements

• Persuasive Speaking Skills
• Clear Communication skills (written and spoken)
• Empathy
• Self-Control
• Effective Listening Skills
• Time management Skills
• Product Knowledge
• Ability to interact with the right language and attitude
• Willing to take responsibility

Qualifications

• Have a BSc or HND Distinction in a relevant course.
• Graduate with 1- or 2-years’ experience.
• NYSC completion