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  • Posted: Aug 8, 2022
    Deadline: Not specified
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  • Coronation Insurance Plc has been in operations for over half a century, offering a comprehensive range of insurance coverage. Established in 1958, Wapic has built a strong franchise in the largest economies in Sub-Saharan Africa and operates two subsidiaries; Coronation Life Assurance Limited and Coronation Insurance (Ghana) Limited. The Company has a history of delivering efficient and transparent insurance solutions to discerning clients; a culture reflective of the strength and leadership which underpins the company’s foundation.
    Read more about this company

     

    Team Member, Customer Experience

    Reports to: Head Customer Experience

    Job Purpose

    • Support the implementation of a customer-oriented service culture within the organisation.

    Key Responsibilities (Principal Duties & Responsibilities)
    Customer Experience Strategy:

    • Support the implementation of a customer-oriented service culture, with specific emphasis on customercare, protection and convenience
    • Identify and implement initiatives to consistently Improve the Coronation Insurance experience
    • Develop and test new strategies for driving customer value and provide the ‘customer’ perspective to allinitiatives / projects.

    Analytics and Service Measurement:

    • Support implementation of programmes that promote continuous improvements to quality and customersatisfaction for all products
    • Champion innovation and adoption of systems and processes to improve service quality andproductivity
    • Identify ideal customer profiles and map customer journeys to identify the gaps in customer and brand experience across all touchpoints/products/services.
    • Liaise with internal teams to ensure that gaps in the customer experience- irrespective of where theyoccur in the journey – are plugged
    • Raise red flags wherever the business process needs correction to ensure the customer has aseamless experience with the company
    • Identify actionable metrics to continually refine and improve the customer experience
    • Collect, track and analyze customer feedback and suggest improvements internally based on theinsights gathered
    • Measure and report on key CX metrics such as CSAT, NPS, CES etc. and develop strategies toimprove same
    • Work with the technology teams to ensure a seamless customer experience across all touchpoints
    • Continuously review and suggest improvements to organisational processes, with the overall aim ofimproving the customer experience

    Complaints Management and Issue Resolution:

    • Track and report all isolated cases of service failure and exceptional service delivery identified within theorganisation
    • Implement effective complaints and dispute resolution mechanisms at all delivery points
    • Identify escalated issues and track resolution.

    Customer and Employee Education:

    • Support the development and implementation of programmes to continuously educate employees onthe impact of exceptional customer experience and strategies to achieve same
    • Foster an understanding throughout the organization of the customer journey, pain points, servicepromise, KPIs, etc.
    • Continuously support the implementation of initiatives to keep internal and external customers informedof new products/service offerings
    • Customer Advocacy and Engagement
    • Work with Marketing and Communications team to develop and launch campaigns that help improvecustomer satisfaction, loyalty and brand image
    • Map customer journeys and implement mechanisms to proactively address identified pain points
    • Define and implement an effective customer engagement plan.

    Contact Centre:

    • Promote and optimize the use of the Contact Centre as a critical touch point for handling customer requests, understanding transaction/behaviour needs and as a profit centre (lead generation/up/crossselling)
    • Train/coach agents/staff to develop/imbibe excellent call handling skills.

    Key Performance Indicators

    • 85% CSAT score
    • NPS Score ≥30
    • <5% customer attrition rate
    • 100% resolution of all reported
    • complaints(KPI list is not exhaustive).

    Requirements
    Minimum Qualifications:

    • Bachelor's Degree in any discipline
    • Minimum of 2 years relevant experience in Financial Services working in
    • CustomerService, Customer Experience or any Service-oriented role

    Competency and Skill Requirements:
    Core Skills:

    • Customer Excellence
    • Problem-solving and Logical Reasoning
    • Oral and Written Communication
    • Planning and Organising
    • Customer Relationship Management
    • Goal/Result Orientation
    • Customer Understanding
    • Integrity
    • Self and People Development
    • Insurance Industry Knowledge
    • Technology Proficiency.

    Method of Application

    Interested and qualified candidates should send their CV to: careers@coronationinsurance.com.ng using the Job Title as the subject of the mail.

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