About the role
Key Responsibilities: Customer Satisfaction: Implement strategies and initiatives to enhance customer satisfaction levels, promptly address customer concerns, and ensure timely resolution of issues. Process Improvement: Identify areas for improvement in customer service processes and develop and implement solutions to streamline operations, reduce errors, and increase efficiency. Relationship Management: Build strong relationships with policyholders, brokers, and other stakeholders to understand their needs and concerns, address their queries, and maintain a high level of customer engagement Escalation Management: Handle escalated customer issues or complaints, working closely with the team to find appropriate solutions and ensure timely resolution.