Jobs

Team Member, Customer Experience at Coronation Insurance Plc

Coronation Insurance Limited is a leading West African full line insurance company offering a diverse range of products and services covering life and general and special risk business, coronation insurance is founded in 1958 and licenced to underwrite all classes of insurance such as fire and special perils, goods-in-transit and all risk insurance, coronation total assets base is in the excess of 42 billion as at 2020 and her aspiration is for the next 5years to become a top three insurer in nigeria by 2023,so is a company to work and boost your carrier.

We are recruiting to fill the position below:

Job Title: Team Member, Customer Experience

Location: Nigeria
Job Type: Full-time
Reports to: Head Customer Experience

Job Purpose

Support the implementation of a customer-oriented service culture within the organisation.

Key Responsibilities (Principal Duties & Responsibilities)
Customer Experience Strategy:

Support the implementation of a customer-oriented service culture, with specific emphasis on customercare, protection and convenience
Identify and implement initiatives to consistently Improve the Coronation Insurance experience
Develop and test new strategies for driving customer value and provide the ‘customer’ perspective to allinitiatives / projects.

Analytics and Service Measurement:

Support implementation of programmes that promote continuous improvements to quality and customersatisfaction for all products
Champion innovation and adoption of systems and processes to improve service quality andproductivity
Identify ideal customer profiles and map customer journeys to identify the gaps in customer and brand experience across all touchpoints/products/services.
Identify actionable metrics to continually refine and improve the customer experience
Collect, track and analyze customer feedback and suggest improvements internally based on theinsights gathered
Measure and report on key CX metrics such as CSAT, NPS, CES etc. and develop strategies toimprove same
Work with the technology teams to ensure a seamless customer experience across all touchpoints
Continuously review and suggest improvements to organisational processes, with the overall aim ofimproving the customer experience
Liaise with internal teams to ensure that gaps in the customer experience- irrespective of where theyoccur in the journey – are plugged
Raise red flags wherever the business process needs correction to ensure the customer has aseamless experience with the company

Complaints Management and Issue Resolution:

Track and report all isolated cases of service failure and exceptional service delivery identified within theorganisation
Implement effective complaints and dispute resolution mechanisms at all delivery points
Identify escalated issues and track resolution.

Customer and Employee Education:

Support the development and implementation of programmes to continuously educate employees onthe impact of exceptional customer experience and strategies to achieve same
Foster an understanding throughout the organization of the customer journey, pain points, servicepromise, KPIs, etc.
Work with Marketing and Communications team to develop and launch campaigns that help improvecustomer satisfaction, loyalty and brand image
Map customer journeys and implement mechanisms to proactively address identified pain points
Define and implement an effective customer engagement plan.
Continuously support the implementation of initiatives to keep internal and external customers informedof new products/service offerings
Customer Advocacy and Engagement

Contact Centre:

Promote and optimize the use of the Contact Centre as a critical touch point for handling customer requests, understanding transaction/behaviour needs and as a profit centre (lead generation/up/crossselling)
Train/coach agents/staff to develop/imbibe excellent call handling skills.

Key Performance Indicators