CLIENT RELATIONS OFFICER

Title: Client Relations Officer

Reports To: Client Relations Manager

1. Role Summary

To manage day-to-day interactions with clients and serve as account manager for relatively smaller client accounts by implementing approved policies, procedures and guidelines to ensure high level service delivery and client relationships to enhance customer satisfaction and attract prospective customers.

2. Key Responsibilities

• Implements approved strategies to improve service delivery, relationship management and business growth. 

• Provides support in investigating customer complaints and incidents that affect product/service quality and submit findings. 

• Supports in the implementation of SLAs with clients.

• Undertakes visits and maintains contact with clients/customers, identify their requirements /expectations and sell existing products/services. 

• Maintains and updates records of complaints and enquiries and their resolution timelines for prompt action. 

• Identifies customers’ needs and recommend suitable products/services to meet customer needs and expectations within prescribed limit of authority. 

• Up-sells or Cross-sells the Company’s products/services to existing clients.

• Responds to customer enquiries and needs with prompt action and excellent service. 

• Administers customer survey instruments and complaints forms to existing/prospective clients/customers and collate data to improve service quality. 

• Provides support in promoting new products and services to existing and prospective clients/customers.

• Provides support in the collection of recoveries from clients.

• Maintains professional relationship with clients/customers and other stakeholders to facilitate the operations of the Unit. 

• Keeps informed of all products and services of the Company including up to date specifications and standards of products and services to enhance service delivery. 

• Distributes printed membership cards to assigned clients.

• Delivers utilization reports to HR Managers of assigned clients.

• Processes refund requests from assigned clients within the required timeframe.

• Supports in the organization of medical screenings and health talks for client companies within the agreed period.

• Prepares monthly/ periodic reports on assigned client relations activities.

3. Job Specification

Education:

• Bachelor’s Degree in Business Administration, Customer Service Management or any related field.

Experience:

1 year of relevant experience in customer service management or client relations management or any related field, preferably within the health insurance industry.

Key Competencies:

• Ability to maintain good relationship with customers.

• Customer service focus 

• Good negotiation skills

• Knowledge in the use of Microsoft Word, PowerPoint, Excel and internet and other service delivery software and tools.

• Ability to exhibit a high level of integrity.

• Good communication and presentation skills.

• Good analytical skills.

• Ability to handle client issues with tact and professionalism.

• Ability to work in a fast paced and often pressured environment. 

• Ability to maintain confidentiality.

• Ability to relate well with people at all levels.