Reliance Care Officer at Reliance HMO

Job Summary

• 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.

Job Description

• Communicate courteously with clients (Individuals and SMEs) across all assigned platforms.
• Respond to requests, inquiries, and complaints from clients and prospective clients.
• Assist prospective clients in their choice of the company’s 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 clients’ 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.

Job Requirements

• Tertiary Education from a recognised institution
• 0 - 1 year post-NYSC experience
• Previous experience in Customer service or a related role is an added advantage
• Proficiency in the use of Microsoft Office tools and business software.
• Willingness to work on a shift basis and at weekends.
• Working knowledge of customer service principles and etiquette.
• Excellent emotional intelligence and problem-solving acumen.
• Excellent communication skills