Customer Experience, Team Lead

Purpose

Responds to simple standard customer and distributor facing sales servicing requests in line with documented guidelines and rules, to provide excellent customer service.

Key Tasks & Accountabilities

• Demonstrates an understanding of the customer’s needs and helps ensuring these are met.

• They demonstrate a knowledge of relevant systems, products, processes, procedures, selling and retention techniques.

• They enter data for new business, and issue policies, process mid-term adjustments and renewals, and resolve simple standard customers’ problems.

• They contribute to achieving a positive team culture and working environment.

• They support the achievement of qualitative and quantitative targets, and demonstrate appropriate levels of customer service as measured by line manager’s call monitoring.

• They also act within agreed authority levels to ensure fair treatment of customers and to protect business stakeholder´s interests.

Qualifications

• Minimum bachelor’s degree 

• Previous experience in customer service, insurance, or a related field is a plus.

• Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically.

• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.

• A friendly and approachable demeanor, with the ability to build rapport with customers and team members.

• Ability to handle a fast-paced environment and adapt to changing customer needs and priorities.