مسؤول رعاية العملاء

Responsible for attending client inquiries over the phone, e-mail, website or IA portal to ensure that all clients inquiries and concerns are attended as per company standards and Department KPIs and provide a competent, courteous, efficient and proactive point of contact for clients both internal and external. Client Support Specialists are also responsible in helping to achieve retention targets through effectively promoting and advocating value-added services.

Job Responsibilities

1- Conduct outbound calls related to onboarding clients, surveys and follow up on cases.

2- Handle complaints and appointed cases raised by call center representatives.

3- Adhere to department set KPIs and guide lines to meet quality assurance requirements.

4- Provide clients with product and service information.

5- Route calls to appropriate resources.

6- Follow up client calls, e-mails and communications where necessary and solve IA cases.

7- Perform and follow any other job instructions and duties by supervisor or department manager.

8- Answer and take calls whenever there is need.

9- Prepare periodic reports and necessary reports requested by line manager.

Job Duties

A. Document call, cases, complaints and all outbound communications information according to Wataniya standards and department operating procedures.

B. Recognize, document, and alert management of trends in customer calls, cases and complaints.

C. Complete call, cases and complaints logs and reports.

D. Attend to all incoming calls or emails and IA portal from clients, internal or external.

E. Analyze and resolve complex internal and external client issues by involving and communicating with internal and external departments, and clients.

F. Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

G. Support Call Center Representatives in answering incoming calls and respond to client’s emails and resolve client complains in a timely manner.

H. Maintain Call Center, complaints and survey database with accuracy by entering call information into the system.

I. Perform various outbound calls for surveys and clients onboarding based SOP schedules.

Requirements

A. Educational Background and Certifications:

1. Bachelor’s degree, Business Administration, or Insurance

2. IFCE Certificate (Preferred)

B. Experience:

Relevant years of experience in Call Centers, Customer Service, complaints handling and back office operational handling.

Insurance experience between 3 years to 6 years.