Customer Experience Officer Full Time NEW

Job Summary

The Customer Experience Officer is responsible for ensuring excellent customer service delivery and enhancing overall client satisfaction across all customer touchpoints at The Ultimate Insurance Broker. The role focuses on managing customer interactions, handling inquiries and complaints, monitoring service quality, and supporting initiatives that improve customer experience, retention, and loyalty.

The officer will work closely with internal departments to ensure timely and effective service delivery while maintaining strong and professional relationships with clients.

Key Duties and Responsibilities

Customer Service & Client Support

• Provide professional and timely support to clients through different communication channels.
• Respond to customer inquiries regarding insurance products, claims processes, policy services, and company procedures.
• Ensure customer concerns and complaints are resolved efficiently and professionally.
• Follow up with clients to ensure satisfaction and service quality.

Customer Experience Management

• Monitor and evaluate customer service standards and client satisfaction levels.
• Support the implementation of customer experience improvement initiatives.
• Gather customer feedback and recommend service enhancement solutions.
• Assist in developing customer engagement and retention strategies.

Complaint Handling & Resolution

• Record, track, and manage customer complaints and service issues.
• Coordinate with relevant departments to ensure timely resolution of customer concerns.
• Escalate critical customer issues to management when necessary.
• Prepare complaint analysis and service improvement reports.

Relationship Management

• Build and maintain strong relationships with clients and stakeholders.
• Promote a positive customer-centric culture within the organization.
• Support customer awareness and communication activities.

Reporting & Documentation

• Maintain accurate customer records and interaction logs.
• Prepare periodic reports on customer service performance and customer satisfaction trends.
• Monitor service response times and operational efficiency indicators.

Coordination & Collaboration

• Work closely with Internal teams to improve customer experience.
• Participate in customer engagement events, awareness campaigns, and service initiatives.
• Support management in implementing customer service standards and policies.

Qualifications and Requirements

Education

• Bachelor’s Degree in Business Administration, Management, Public Relations, Customer Relationship Management, Marketing Management, or related fields.

Experience

• Minimum of 3 years of relevant experience in customer experience, customer service, client relationship management, or related areas.
• Experience in insurance, banking, hospitality, telecom, or financial services are an advantage.

Skills and Competencies

• Excellent communication and interpersonal skills.
• Strong customer handling and problem-solving abilities.
• Ability to manage complaints professionally and effectively.
• Good organizational and multitasking skills.
• Strong report writing and documentation skills.
• Proficiency in Microsoft Office applications.
• Ability to work under pressure and meet deadlines.

Personal Attributes

• Professional appearance and conduct.
• Strong customer-oriented mindset.
• Positive attitude and emotional intelligence.
• High integrity and confidentiality.
• Team player with proactive work ethics.