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  • Posted: Feb 1, 2021
    Deadline: Feb 14, 2021
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    We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experience
    Read more about this company

     

    Voice Channel Lead; Reliance Care Centre

    The Position

    We are looking for a dynamic and ambitious self-starter to lead the voice channel team of Reliance Care Officers and ensure excellent customer service and client retention via inbound and outbound phone calls.

    Key Responsibilities

    • Coach and develop channel members; help correct inappropriate behaviour and below-par performance.
    • Ensure team members have the necessary education and training to effectively participate in the team.
    • Periodically align with team members to ensure adherence to customer service best practice, and adjustment of team’s processes, where necessary.
    • Devise strategies to improve the quality of customer service processes.
    • Promptly and appropriately resolve all issues escalated by channel members and liaise with appropriate stakeholders as necessary.

    Must Haves

    • HND / B.Sc degree
    • Minimum of 3 years experience in a customer care role preferably with phone call channels
    • Basic proficiency in the use of Microsoft Office tools.
    • Strong written and spoken communication skills.
    • Strong analytical thinking skills.
    • Previous experience managing a customer care team including experience with scheduling rosters, managing customer experience, agent training and quality assurance
    • Working knowledge of customer service principles and etiquette.

    Method of Application

    This job has expired. Application is no longer allowed

  • Send your application

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Average Salary at Reliance HMO
₦ 70K from 2 employees
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