Reports to: Manager-in-Charge of Customer Service
Location: Head Office

Job Purpose:

• Customer service officer makes sure that the needs of their customers are being satisfied.
• The aim is to provide excellent customer service and to promote this idea throughout the organization.
• You may work at various levels, from head office to the front-end of the business and in most cases will be:

Key Responsibilities:

• Take ownership of customer issues and follow problems through to resolution;
• Improve customer service experience, measure customer satisfaction and create engaged customers that will facilitate organic growth;
• Ensure benefits payment (refunds, maturity and partial withdrawal) and clients issues are resolved within timelines set in the company’s manual and also within regulatory timelines;
• Assist in developing and improving customer service procedures, policies and standards for your organization or department
• Analyzing statistics or other data to determine the level of customer service the organization is providing on weekly, monthly, quarterly and annual basis.
• Mentor and develop customer service staff by creating an environment where they can excel through encouragement and empowerment.
• Developing feedback or complaints procedures for customers to use
• Any other duties assigned.

Qualification Required & Experience

Education and Work Experience:

• Bachelor’s Degree or equivalent
• Minimum 2 years of relevant customer experience in insurance
• Being part of a professional body is a plus. i.e. CII, CIM, etc
• Position may be required to travel to, and assist other domestic sites.

Skills and Abilities:

• Demonstrated strong verbal and written communication skills.
• Strong PC skills using MS office software
• Strong presentation, facilitation, and consultation skills.
• Must be a strong team player
• Good understanding of the Ghanaian Insurance Act.

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