Kaiser Global Health Ltd. (KGHL) is a private commercial health insurance company fully licensed to operate as per the National Health Insurance Law 2012, Act 852 by the National Health Insurance Authority (NHIA). KGHL specializes in providing comprehensive and competitive insurance for all categories of people; corporate organizations / institutions with their staff and dependents, families and for individuals.

Objective: KGHL is seeking to recruit one (1) Customer Relations Officer (Tele marketing) to provide support to KGHL Operations in the areas of call center by making sales of company product through telemarketing with commission and delivering prompt and professional solutions for customer inquiries via phone, in person email, online chat etc. This is a full time position for a Ghanaian national/resident.

Position Reports to: Head, Customer Relations & Call Center

Duties and Responsibilities:

Specific responsibilities include, but are not limited to:

• Deliver prompt and professional solutions for customer inquiries via phone, in person email, online chat etc;
• Making sales of company products through telemarketing;
• Research, prioritize and resolve customer issues in timely and accurate fashion;
• Maintain documentation or records of customer inquiries, interactions, transactions, comments, complaints and responses for future reference;
• Attracts potential customers by answering product and service questions, suggesting information about other products and services, prepare correspondences and fulfill customer needs to ensure customer satisfaction;
• Compile monthly reports on overall customer satisfaction and complaints;
• Direct or route customer calls to appropriate personnel for assistance;
• Greet, address customers and also handle dissatisfied customers in a polite and professional manner;
• Track and follow-up all customer requests in a timely manner;
• Maintain broad knowledge of all company products and services;
• Identify and implement new process plan to improve customer support service;
• Manage large volume of customer calls in friendly and courtesy manner;
• Provide outstanding and exceptional customer service;
• Maintain procedures and processes for first level problem determination;
• Work with HSP and sales teams to address and resolve customer issues efficiently; and
• Any other duties that may be assigned by Supervisor

Qualifications:

The Customer Service Representative must have a University degree in Business Management or Administration or any relevant degree. Additional qualifications include:

• A minimum of 2 – 3 years/ more professional working experience as customer service representative and call center telemarketer in a Competitive business environment;
• Strong phone contact handling skills and active listening;
• Customer orientation and ability to adapt/respond to different types of characters;
• Excellent communication and presentation skills;
• Ability to multi-task and prioritize effectively;
• Demonstrated effective organizational skills and ability to handle work in an efficient and timely manner;
• Demonstrated ability to coordinate tasks to meet deadlines; and
• Good interpersonal skills; ability to work in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.

NB: Due to the large volume of applications, only shortlisted candidates will be contacted.

KGHL is committed to a policy of equal employment opportunity for all persons without regard to race, color, religion, sex, age, marital status, disability, sexual orientation or any other classification protected by applicable anti-discrimination laws. We prohibit and do not tolerate any form of discrimination or harassment.

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