We are seeking qualified candidates to fill the role of Customer Service Associate for outsourced operations of our client in the Insurance industry. Key responsibilities include facilitating walk-in customer service, addressing frontline customer queries, furnishing brand and product information, and upholding high standards of customer experience in the Kabwe, Kasama, Chipata, Livingstone, Choma and Solwezi branches.

Key Tasks and Responsibilities

• Resolving customer queries within the stated turnaround time.
• Ensure end to end query resolution by applying brand awareness and use of self service technology.
• Track customer feedback and record all customer queries in CRM.
• Follow-up on all queries assigned for closure.
• Validate and process claims within turn around time or escalate to service managers.
• Submit all served regulator documents to service managers within 24 hours.
• Quickly escalate support queries to relevant department.
• Support the rest of the team to ensure that service quality audit scores meet the desired targets

Desired Skills, Qualifications and Experience:

• Must have a Bachelor’s Degree in Business Management or similar.
• Must have at least 2 years’ experience handling frontline customer service in a fast paced environment, preferably the telecommunication or insurance sector.
• Excellent organizational and time management skills.
• Strong English written and verbal communication abilities.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook) and Adobe.
• Ability to handle confidential information with discretion and also exemplify service values.
• Strong interpersonal skills and the ability to work well with all levels of internal management, staff, clients, and vendors.
• Detail-oriented and able to multitask effectively.
• Ability to self-manage and highly motivated.
• Must have a valid drivers license.