Team Leader Customer Experience

This role is directly responsible for delivering exceptional, customer-focused service across all touchpoints in line with the company’s customer experience strategy and business goals by improving customer satisfaction, retention, and loyalty through effective service delivery, proactive engagement, issue resolution, quality assurance, team development and continuous process improvement while ensuring compliance with company standards and fostering strong collaboration between customers, intermediaries, and internal teams to achieve the company objectives.

• Driving high performance of the CX team as per the set targets/parameters through effective supervision.
• Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
• Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
• Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
• Effective complaints management (internal & external/regulatory/legal).
• Engagement and support to intermediaries (Agents & Bancassurance partners) on issue resolution and capacity-building.
• Conducting weekly Quality Assurance (QA) on sample clients served across the CX channels.
• Commissioning NPS, NES, CSAT & CSI surveys for customers & Intermediaries through the different channels and engaging the Passive & Detractors for feedback aimed at turning them into Promoters.
• Preparation of weekly & monthly Reports on customer experience to the Customer Experience Manager to assist in streamlining service delivery and effective team management.
• Provide strong leadership by developing an effective and motivated team and ensure that training & capacity-building program is implemented to enable delivery of superior service to customers.

APPLY NOW