Job Summary
responsible for Sales, Customer Service and Claims handling within our Customer Experience Centers
Minimum Qualification:
HND
Experience Level:
Mid level
Experience Length:
2 years
Job Description
Bima Overview
BIMA Ghana has been protecting the future of Ghanaian families since 2010, with over 2.5M lives insured by our policies in 2020. With over 60,000 claims paid so far and over 10,000 consultations provided every month, we take pride in being a company that puts customers at the centre and returns value to our customers.
The Role (Customer Experience Center Executive)
BIMA is recruiting Customer Experience Center Executives to be responsible for Sales, Customer Service and Claims handling within our Customer Experience Centers (CEC) in Accra (Chorkor, Madina), Tema, Kasoa, Cape Coast, Takoradi, Tarkwa, Kumasi (Abuakwa, Suame) and Sunyani. You will educate potential customers on our insurance and telemedicine services and you will service our existing customers (change of customer details, claim, queries on products or payment,…). You will be the “face of BIMA” for all customers walking in the Customer Experience Center.
If you have a strong customer service and sales acumen, and you are willing to join a team passionate about making access to insurance and healthcare affordable to every Ghanaian, this opportunity is for you. Training and career growth opportunities are available.
You will report to the
Customer Service Manager with dotted line to the Sales Agent Manager.
Specific Duties and Responsibilities:
Welcome and attend to all customers walking in the CEC. Ensure customers feel welcomed, understood and taken care of at all times
Ensure 100% punctuality and attendance, and report on daily customer and staff attendance in the CEC
Handle and resolve all customer enquiries, requests and complaints as quickly as possible. Endeavour to resolve complaints immediately and escalate to the Customer Service Manager when required
Provide help and care to customers who want to claim their insurance cover by educating them on the claims process and assist with the claims filling and vetting using the Claims Management System. Ensure lean communication with the Claims Officers based in Accra for quick resolution of any claim-related complaint
Explain and sell our insurance policies and telemedicine services to potential customers walking in the CEC and seize opportunities to upsell products to existing customers when relevant in order to meet sales KPIs. Register clients using the company’s USSD, web dashboard or App
Follow the Quality guidelines provided by the Quality & Training team and receive Quality Improvement coaching to ensure you provide a high level of education and satisfaction tocustomers
Provide feedback to your Line Manager on customer objection and complaints, and participate in brainstorming sessions to ensure we continuously improve our products and services
Ensure customers are spoken to with respect and professionalism in all circumstances and actively contribute to building trust and awareness in the BIMA brand around the CEC by adopting a customer-centric mind-set where customers are cherished
Keep your CEC clean at all times and its equipment operational by following established procedures and reporting malfunctions
Manage relationship with Utilities providers and timely payment of utilities for the CEC
Provide the Customer Service Manager and the Sales Agent Manager within your Territory with Service and Sales daily and weekly reports
Adhere to all customer service rules and regulations (e.g. not using unapproved electronic devices such as phones and tablets during working hours, not eating in the working space etc.)
Perform other customer service related tasks that may be assigned
The candidate must be/have;
First Degree or HND with commitment to engage in Degree process
Must have completed National Service
Excellent verbal and written communication skills
Passion for customer service, you take pride in helping customers and solving their concerns timely and efficiently
Good selling skills and self-motivation
Strong interpersonal and human relation skills
Intermediate in Microsoft Office suite applications
Kindly state
location for which you apply: Accra – Chorkor, Accra – Madina, Tema, Kasoa, Cape Coast, Takoradi,
Tarkwa, Kumasi – Abuakwa, Kumasi – Suame, Sunyani
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