Team Leader - Customer Service

Job Closed!
Company:Britam
Category:Customer Service & Customer Support
Job Type:Permanent
Location:Nairobi

Job details

Key responsibilities

1. Maintain thorough knowledge of the company’s products and services.
2. Achieve and maintain superior client experience
3. Liaise with the contact centre to ensure that clients receive end to end quality customer service
4. Ensure seamless management of client instructions including new business, top ups, withdrawals and roll overs as a first point of contact.
5. Handle Ultra High net worth withdrawal counselling and maturities
6. Establish, develop and maintain cordial relationships with clients, financial advisors as well as industry stakeholders.
7. Determine the expectations for client inquiries including information needs, analysis, recommendations, complaint resolution and desired response time and offer suggestions or alternatives that maximize client satisfaction.
8. Ensure optimal use of client CRM System 
9. Actively pursue innovation and service excellence through proactive interaction both with client and internal service delivery teams.
10. Negotiate service level agreements with other departments.
11. Assess the external environment and identify opportunities to expand client relationships.
12. Expand industry knowledge and stay current with industry trends 
13. Develop and present reports on client service performance for decision making
14. Lead and coach team to deliver superior customer service 
15. Adhere to internal and external risk and compliance standards
16. Deliver on performance requirements as defined in the departments’ strategy map, balanced scorecard and Personal Scorecard.
A detailed Job Description will be given to the successful candidate

Key Performance Measures

• Process turnaround times
• Customer satisfaction index

Working relationships

• Britam clients
• Financial Advisors

 

Knowledge, experience and qualifications required
 

Qualifications, experience and skills required

  1. Bachelor's degree in Commerce,  Finance, Economics or related field

2.    5 years’ experience in a similar position 3 of which must be in a supervisory  capacity

3.    Professional certification in customer service 

4.    Knowledge and applied professional understanding of the principles and    practices of investments

5.    Ability to develop client relationships

6.    Effective negotiation skills

 

Essential Competencies

 

  1.  
  2.  

3.    Presenting and Communicating Information: Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.

4.    Working with People: Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.

5.    Adhering to Principles and Values: Upholds ethics and values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organisational values during every day interactions.

6.    Analysing: Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system.

7.    Planning and Organising: Adhere to and monitor clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.

8.    Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic methodical and orderly way. Consistently achieves projects goals.

 

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Customer Service & Customer Support Britam 3 months ago
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