Job Summary

Reporting to the Senior Manager Customer Experience , the Client Relationship Officer will, under guidance, answer all incoming and make outbound calls, evaluate the callers’ requirements and provide appropriate solutions to customer queries presented according to the defined quality standards. As the ideal resource for this role, the successful candidate will be an ardent team player, with excellent customer service and people skills. In addition, she/he will be highly confidential, the go to person with an analytical mind-set, proactive and self-driven, with the ability to meet deadlines on short notice.

  • Minimum Qualification: Bachelor
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

Organization Profile:


Our Client comprises a portfolio of businesses focused on structural growth markets. The business helps individuals to de-risk their lives and deal with their biggest financial concerns through life insurance. One of the longest standing and most successful global insurers in the world with over 20  million life customers, +24,000 employees, and £56billion of assets under management as at 30th June  2019, They have been providing financial security to customers since 1848 and it’s one of the oldest insurers in the world, with 171 continuous years of providing financial services. 

The Client provides protection and savings opportunities to customers, social and economic benefits to the communities in which it operates, jobs and opportunities to its employees, and financial benefits for its investors. By offering security, pooling savings, and making investments, they help to maintain the cycle of growth. The company’s strategy is designed to create sustainable economic value for its customers and shareholders. 

The company continues to develop its businesses in new markets in Africa, building on the success of its other regional models, particularly in Asia. Currently, the company has a footprint in eight countries:  Uganda, Kenya, Zambia, Ghana, Nigeria, Cameroon, Cote d’ Ivoire, and Togo.


Our Client provides protection and savings opportunities to customers, social and economic benefits to the communities in which it operates, jobs and opportunities to its employees, and financial benefits for its investors. By offering security, pooling savings, and making investments, the company helps to maintain the cycle of growth. The company’s strategy is designed to create sustainable economic value for its customers and shareholders.

The company continues to develop its businesses in new markets in Africa, building on the success of its other regional models, particularly in Asia. Currently, the company has a footprint in eight countries: Uganda, Kenya, Zambia, Ghana, Nigeria, Cameroon, Cote d’ Ivoire, and Togo.


Job Scope: 

Reporting to the Senior Manager Customer Experience , the Client Relationship Officer will,  under guidance, answer all incoming and make outbound calls, evaluate the callers’ requirements and provide appropriate solutions to customer queries presented according to the defined quality standards. As the ideal resource for this role, the successful candidate will be an ardent team player,  with excellent customer service and people skills. In addition, she/he will be highly confidential, the go  to person with an analytical mind-set, proactive and self-driven, with the ability to meet deadlines on short notice. 

Principal Accountabilities: 

• Ensure that the calls (inbound and Outbound) are handled as per standard operating procedures. 

• Ensure that the assigned targets in accordance with SLA are met 

• Ensure that the quality of the calls is in compliance with predefined Parameters. • Ensure adherence to established shift and attendance schedules. 

• Handle incoming calls and offer solutions to customer complaints/queries while maintaining set department quantitative and qualitative standards. 

• Educate and provide accurate information about Company products and services to the callers/customers. 

• Use appropriate problem-solving skills to handle difficult or irate customers.

 • Promote and maintain a high quality, professional, and service-oriented Company image to customers. 

• Consistently adhere to the rules and regulations stipulated in the Contact Centre code of conduct. 

• Adhere and maintain high levels of schedule/roster, login hours (8 hours) and break (1 hour)

• Regularly attend training, coaching, briefing sessions conducted 

• Perform any other duties assigned as may be required by the Senior manager customer experience and CEO.

Core Competences Required: 

• University degree in Business Administration, or equivalent from a recognised University

• At least 1-year working experience in a similar role 

• Customer-centric 

• Computer Proficiency.  

• Analytical and problem-solving skills. 

• Enthusiastic, upbeat personality; mature, professional demeanour 

• Commitment to quality, customer service and high performance

• Flexibility and ability to handle stress 

• Ability to prioritise tasks and activities 

• Excellent communication skills: Solid writing, editing and presentation skills with a strong sense of who the segment audience is and how to meet their needs. 

• Excellent time-management and organizational skills: Ability to manage time and prioritize multiple competing tasks and organize them, meet deadlines, and achieve goals. 

• Ability to think on their feet: Ability to confidently make the right decision at the spur of the moment. 

• Ability to work well with others: Not only will the candidate be required to interact with customers,  but they may be required to meet with other departments to synchronize their efforts and resolve common issues. 

• Positive attitude, attention to detail and customer-oriented with good multitasking and  organisational ability 

• Enthusiastic, upbeat personality; mature, professional demeanour 

• Commitment to quality, customer service and high performance 

• Ability to successfully work in a high activity, fast-paced environment 

• Ability to proactively network with colleagues in the industry 


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