Customer Experience, Team Lead

Overview Responds to simple standard customer and distributor facing sales servicing requests in line with documented guidelines and rules, to provide excellent customer service.

Key Tasks & Accountabilities

Demonstrates an understanding of the customer’s needs and helps ensuring these are met.

They demonstrate a knowledge of relevant systems, products, processes, procedures, selling and retention techniques.

They enter data for new business, and issue policies, process mid-term adjustments and renewals, and resolve simple standard customers’ problems.

They contribute to achieving a positive team culture and working environment.

They support the achievement of qualitative and quantitative targets, and demonstrate appropriate levels of customer service as measured by line manager’s call monitoring.

They also act within agreed authority levels to ensure fair treatment of customers and to protect business stakeholder´s interests.

Qualifications

Previous experience in customer service, insurance, or a related field is a plus.

Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically.

Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.

A friendly and approachable demeanor, with the ability to build rapport with customers and team members.

Ability to handle a fast-paced environment and adapt to changing customer needs and priorities.

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