17/01/2020
Job Title Client Service Executive
Industry HMO
Line of Reporting Reports to the Client Services Supervisor
Supervises n/a
Job Objective Primarily, to provide administrative support to clients’ HR / account representatives in order to ensure a seamless service for members; secondly, to provide a point of escalation from the call Centre for any client or member related service issues.
Responsibilities
Cultivate, establish and maintain business relationships with assigned clients, their members and representatives
Exceptional responsiveness to client requests; troubleshoot problems to ensure member satisfaction
Anticipate / identify key client challenges and proffer solutions where necessary
Update and keep accurate client details and directory
Frequently monitor client satisfaction with services provided
Maintain regular interaction with assigned clients, through scheduled meetings or via telephone or written communication
Liaise with different departments about client queries
Ensure a seamless ‘end to end’ service for clients across all interfaces with the Company
Ensure prompt delivery of ID cards for additional members
Work with Finance department to ensure prompt payment of premiums
Keep accurate correspondence records for assigned clients
Escalate client issues or challenges in a timely manner, in accordance with departmental policy
Develop and foster growth within existing clients through proactive soliciting for additional members and/or up-selling to higher plans and/or value add services and products
Support Business /Product Development by communicating existing customer feedback
Any other assignment as required by Management
Key Performance Indicators
• [Achieves target of quarterly client engagement]
Qualification and Experience • A degree in [Social Sciences, nursing /medical or related field]
• At least [2-3] years cognate experience
Required Knowledge, Skills & Abilities • Calm, polite, and professional behaviour and demeanor
• High service orientation
• Ability to work independently and be self-motivated
• Excellent interpersonal communication skills, both verbal and written
• General business knowledge
• Strong organizational and time management skills
• Computer literate with competency in Microsoft PowerPoint, Excel, Office 365/Skype, and Word
Interested applicants should forward their CVs with Client Service Executive as subject to: [email protected]