Customer Care Officer

JOB DESCRIPTION

ITM AFRICA LTD

, a world-leading HR services provider, is recruiting a CUSTOMER CARE OFFICER on behalf of SONARWA GENERAL.

JOB DESCRIPTION

The Customer Care Officer

is responsible for receiving and processing information on inquiries made by clients as well as attending to walk-in clients and directing them to the relevant office for assistance.

DUTIES AND RESPONSIBILITIES:

DUTIES AND RESPONSIBILITIES ARE:

• Offer relevant information and options to walk-in potential clients regarding Sonarwa’s products and services for continued expansion of the client base.
• Receive customer complaints and comments and address them as required for continued customer satisfaction.
• Receive customer letters and emails and action them in a timely manner for efficient service delivery.
• Dispatch e-statements and other correspondence as received to respond to client requests on various issues.
• Process client applications on various matters to ensure all requirements are submitted for processing and ready for collection within given timelines.
• Provides logistical support for all Sonarwa events, both for internal events and those involving Sonarwa stakeholders and/or the general public.
• Monitor service levels and the overall presentation to enhance the quality of the services provided.

YOU WILL BE AN IDEAL CANDIDATE IF YOU POSSESS THE FOLLOWING PROFESSIONAL QUALIFICATIONS

Qualifications are:

• Bachelor’s Degree in Commerce, Business Administration, Insurance, Marketing, Communications, or any other related field from a recognized institution.
• A minimum of one (1) year of relevant experience in customer service, client relations, front office operations, call center support, or service delivery, preferably within the insurance or financial services sector.
• Professional certification or training in customer service, insurance, sales, or relationship management will be an added advantage.
• Demonstrated understanding of insurance products, services, and basic insurance operations is desirable.

KEY SKILLS, ATTRIBUTES, & ETHICS

KEY SKILLS, ATTRIBUTES, & ETHICS ARE:

• Strong customer service and client handling skills (walk-ins, calls, written inquiries)
• Excellent verbal and written communication
• Ability to manage and resolve customer complaints effectively
• Proficiency in MS Office and CRM systems
• Accurate processing of customer applications and documentation
• Strong organizational and multitasking ability
• Understanding of service quality and customer experience standards
• Team collaboration for seamless service delivery
• Basic knowledge of insurance products and processes (advantage)
• High professionalism, confidentiality, and ethical conduct