Experience Center Officer
Other Jobs Information
• Recommend strategies for maintaining and improving client experiences via the
Experience Center Interactions.
• Provide strategic customer insights based on Experience Center initiatives, in the form of reports - to be considered in management decision making.
• Actively support the implementation of strategies for remote client engagements and sales prospecting – for client delight
• Harness opportunities for direct tele-sales opportunities and establish relationships with clients to generate referrals to assist in achieving sales target.
• Execute actions based on business targets and strategies but in a manner consistent with expectation of clients
• Provide management with monthly performance and activity reports of the
Experience Center interactions for continuous improvements
• Develop relationships with internal stakeholder units/departments to ensure that all client requests are processed within stipulated timelines
- Actively manage targets by establishing close working relationships across stakeholder units/departments to deliver customer satisfaction targets whilst promoting product uptake/renewals with clients.
- Actively ensure entry and reporting of all complaints, enquiries and requests received from clients as well as status of resolution activities and issues that are resolved.
- Actively ensure entry and reporting of all prospective targets, actions undertaken, updates on progress and sales closed.
- Ensure regular reporting of KPI for monitoring, measurement and continuous improvement purposes.
- Actively manage allocated resources and recommend cost - efficient sales initiatives.
Ensure brand compliance in undertaking all above and actively communicate according to company standards
• Actively participate in virtual sales campaigns e.g. cross-sell opportunities within the Group
• Propose sales/ marketing and relationship management strategies in line with business objectives for Experience Center.
• Recommend effective Above-The-Line and Below -The - Line tactics to achieve targets
• Analyze market information and build understanding of customer bases, customer profiles, behavioral and lifestyle trends to identify opportunities for offering or increasing client’s insurance wallet/value offering products
• Provide highlights of consumer insights gathered from Experience Center interactions for decision making purposes
Ensure that interactions with clients provide them with enjoyable service experiences at all times
• Ensure that call and email scripts are adhered to at all times
• Ensure that Experience Center Standards, SLAs and KPIs are achieved and any deviation attended to.
• Monitor service complaints for resolution and ensure service delivery targets are maintained.