FRONT DESK / CUSTOMER SERVICE OFFICER
Old Mutual Nigeria
Nigeria, 1
15d ago
source : PNet

Key Focus This role is individually accountable for assisting a variety of clients telephonically, electronically or face to face, in accordance with business, process and compliance rules.

Descriptor Provides telephonic and face-to-face service to Customers and intermediaries at the front office.

Delivers on daily production standards and adheres to service and quality standards.

Assists Customers and visitors at the front office with their enquiries / queries.

KEY RESULT AREAS Personal Effectiveness Accountable for service delivery through own efforts.

Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.

Makes increased contributions by broadening individual skills.

Collaborates effectively with others to achieve client servicing results at the front office Accepts and lives the company values.

Relationship Building Maintains relationships with relevant departments.

Builds and maintains good relationships with Customers and Visitors at the front office.

Manages Customer relationships in person or telephonically.

Handles Customer complaints efficiently at the front office and escalates to the relevant resolver group if not resolved within agreed timelines.

Quality Assurance Performs quality checks on own work.

Adheres to service and quality standards Adheres to business, process and compliance rules.

Captures correctly customer enquiries, requests and complaints on the relevant spreadsheets.

Client Service Delivery Provides telephonic and face-to-face service to customers and intermediaries.

Delivers on daily production standards.

Informs clients of requirements and procedures for their claims, part-withdrawals or surrender process.

Assists to guide Customers on the process required for claims, new business and refunds.

Performs general office administration such as booking for meetings, calls and also follow-up on outstanding customer request / enquiry.

Refers Customer surrender / cancellation requests to the retention team.

Refers Customer requests to the Client Service Consultant in the Branch.

Compliance : Adheres to business, process and compliance rules.

Experience & Skills · Bachelor's degree (as a minimum).

  • Minimum 1 year work experience.
  • I.T proficiency (good knowledge of MS packages ) · Very good communication skills (verbal and written) · Must have a passion for Customer service · Great interpersonal skills · Knowledge of Administrative functions Experience & Skills · Bachelor's degree (as a minimum).
  • Minimum 1 year work experience.
  • I.T proficiency (good knowledge of MS packages ) · Very good communication skills (verbal and written) · Must have a passion for Customer service · Great interpersonal skills · Knowledge of Administrative functions
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