Front Desk / Customer Service Officer

Old Mutual Nigeria

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Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.

Ref: 

  • 1102/NIGE/EU/Front Desk / Customer Service Officer/Nigeria/290618

Key Focus

  • This role is individually accountable for assisting a variety of clients telephonically, electronically or faces to face, in accordance with business, process and compliance rules.

Job Description

  • Provides telephonic and face-to-face service to Customers and intermediaries at the front office.
  • Delivers on daily production standards and adheres to service and quality standards.
  • Assists Customers and visitors at the front office with their enquiries/queries.

Key Result Areas

Personal Effectiveness:

  • Accountable for service delivery through own efforts.
  • Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
  • Makes increased contributions by broadening individual skills.
  • Collaborates effectively with others to achieve client servicing results at the front office
  • Accepts and lives the company values.

Relationship Building:

  • Maintains relationships with relevant departments.
  • Builds and maintains good relationships with Customers and Visitors at the front office.
  • Manages Customer relationships in person or telephonically.
  • Handles Customer complaints efficiently at the front office and escalates to the relevant resolver group if not resolved within agreed timelines.

Quality Assurance:

  • Performs quality checks on own work.
  • Adheres to service and quality standards
  • Adheres to business, process and compliance rules.
  • Captures correctly customer enquiries, requests and complaints on the relevant spreadsheets.

Client Service Delivery:

  • Provides telephonic and face-to-face service to customers and intermediaries.
  • Delivers on daily production standards.
  • Informs clients of requirements and procedures for their claims, part-withdrawals or surrender process.
  • Assists to guide Customers on the process required for claims, new business and refunds.
  • Performs general office administration such as booking for meetings, calls and also follow-up on outstanding customer request / enquiry.
  • Refers Customer surrender / cancellation requests to the retention team.
  • Refers Customer requests to the Client Service Consultant in the Branch.

Compliance:

  • Adheres to business, process and compliance rules.

Requirements, Experience & Skills

  • Bachelor's degree (as a minimum).
  • Minimum 1 year work experience.
  • IT proficiency (good knowledge of MS packages )
  • Very good communication skills (verbal and written)
  • Must have a passion for Customer service
  • Great interpersonal skills
  • Knowledge of Administrative functions.

This job originally appeared elsewhere.

Summary

Company

Old Mutual Nigeria

Job Level

Fresh Graduate/Entry Level/Graduate Internship

Location

Lagos

Specialization

Administration & Office Support

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

Entry Level

Application Deadline

Tuesday