Job Ref. No: JHIL105

Role Purpose

The Customer Excellence Executive is responsible for driving customer-centric strategies and initiatives to enhance the overall customer experience and satisfaction within JHIL. This role focuses on delivering exceptional service, optimizing processes, and fostering a customer-centric culture to ensure policyholders’ needs are met and exceeded.

Main Responsibilities

Operational

• Outbound Campaigns: Undertake outbound campaigns to existing and potential customers to gather feedback, address concerns, and provide proactive assistance.
• Customer Interaction: Handle customer inquiries, concerns, and issues through various communication channels, ensuring prompt and effective resolution.
• Service Quality: Maintain high standards of service quality, adhering to established protocols, guidelines, and customer service standards.
• Data Management- Accurately document customer interactions, feedback, and relevant information in the CRM System, and provide insights and feedback to contribute to the continuous improvement of customer experience processes.
• Customer Feedback Analysis: Analyze customer feedback, complaints, and surveys to identify trends, areas for improvement, and opportunities to enhance the customer experience.
• Service Metrics Tracking: Monitor and track key performance indicators (KPIs) such as response times, customer satisfaction scores, and resolution rates.
• Issue Resolution: Work to resolve escalated customer issues, collaborating with relevant teams to ensure timely and satisfactory outcomes.
• Service Improvement Initiatives: Collaborate with cross-functional teams to develop and execute initiatives aimed at enhancing the overall customer experience.
• Customer Communication: Communicate with customers to provide updates, information, and assistance related to their insurance coverage and inquiries.
• Stakeholder Collaboration: Collaborate with internal teams, such as claims, underwriting, and provider relations, to ensure coordinated efforts in customer service.
• Service Recovery: Implement strategies for service recovery in cases of customer dissatisfaction, aiming to rebuild trust and retain customers.
• Technology Utilization: Utilize customer service technology tools to efficiently manage interactions, track cases, and provide support.
• Service Reporting: Prepare reports on customer service performance, trends, and improvement initiatives for management and stakeholders.
• Product/ service Knowledge: Stay informed about the company’s products, services, and policies to effectively communicate information to customers. Continuously update the knowledge base with the latest information to better assist customers.
• Continuous Learning: Suggest innovative ideas and approaches to enhance the customer experience and streamline processes.

Key Competencies

• Empathy skills
• Listening skills
• Verbal communication
• Adaptability
• Attention to detail.
• Good Interpersonal relationships
• Ability to multi-task
• Proficiency in optical terminology and eyecare processes.
• Proficiency in dental data analysis and interpretation.
• Proficiency in medical terminology.

 Qualifications

• Bachelor’s degree in business administration, Healthcare Management, or a related field.
• Relevant certifications in customer service or customer experience are advantageous.
• Medical professionals have an added advantage.

 Relevant Experience

• Minimum of 3 years experience in a Call Centre environment.