Expired 1 week from now
Customer Service Team Lead
full-time
Lagos
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Job Summary
This role is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules. The role is fully multi-skilled across products and processes and has extensive, relevant experience.
Job Details
DESCRIPTOR
- Provide telephonic and face to face service to customers and intermediaries.
- Delivers on daily production standards and adheres to service and quality standards.
- Adheres to business, process and compliance rules.
- May act as mentor to less experienced Consultants.
- Fully multi-skilled across products and processes.
- Has extensive, relevant experience."
KEY RESULT AREAS
Relationship Building:
- Maintains relationships with relevant departments.
- Builds and maintains relationships with intermediaries and brokers.
- Manages customer relationships in person or telephonically.
Quality Assurance:
- Performs quality checks on own work.
- Adheres to service and quality standards.
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 personal results.
- Accepts and lives the company values.
Coaching:
- May act as mentor to less experienced agents.
- Compliance:
- Adheres to business, process and compliance rules.
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.
- Provides input to other areas i.e. client feedback/queries.
- Processes relevant benefit payments and claims.
- Performs general office administration such as follow-ups, client callbacks, policy changes, etc.
Requirements
- A first degree or its equivalent
- Excellent communication skills (verbal and written)
- Interpersonal and time management skills
- Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)
- 3 years’ customer service experience, especially in the financial services sector
