Background information about the job or company (e.g., role context, company overview),

Vision: To be the leading insurance industry regulator. Mission: To effectively regulate, supervise, develop the insurance industry and protect insurance beneficiaries. Core Values: (i)Accountability: -We exercise prudence in use of public resources entrusted to IRA. (ii)Team Spirit: -We work effectively with others across functional lines to a...

Responsibilities or duties,

Job Specifications

Duties and responsibilities will entail:

• Providing expert assistance and supervision to customer care assistants, addressing inquiries, resolving issues, and ensuring overall satisfaction.
• Leading and guiding a team of customer care representatives, providing mentorship and support to enhance their performance.
• Ensuring telephone serviceability of telephone operations.
• Handling escalated customer concerns, finding effective solutions, and ensuring a positive customer experience.
• Providing customers with comprehensive and accurate information.
• Maintaining clear and concise communication with customers, team members, and other functional areas to facilitate efficient problem-solving.
• Monitoring and evaluating customer interactions to maintain service standards and identify areas for improvement.
• Analysing customer data and feedback to identify trends, patterns, and areas for improvement in customer service processes.
• Developing and implementing improvements to customer service procedures to enhance efficiency and effectiveness.
• Implementing strategies to retain and build long-term relationships with customers.
• Maintaining detailed records of customer interactions and resolutions, contributing to a comprehensive knowledge base.
• Staying updated on industry trends and adapt to changes in customer needs, ensuring the team is equipped to provide relevant support.
• Handling disputes or conflicts with customers diplomatically, aiming for swift and fair resolutions.

Qualifications or requirements (e.g., education, skills),

Person Specifications

For appointment to this grade, an officer must have at least:

• Six (6) years’ cumulative relevant work experience, three (3) of which should have been at the grade of Customer Care Assistant II or in a comparable position.
• Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.
• Proficiency in computer applications.

Competencies and Skills

• Communication skills
• Interpersonal skills
• Report writing skills
• Presentation skills

• Providing expert assistance and supervision to customer care assistants, addressing inquiries, resolving issues, and ensuring overall satisfaction.
• Leading and guiding a team of customer care representatives, providing mentorship and support to enhance their performance.
• Ensuring telephone serviceability of telephone operations.
• Handling escalated customer concerns, finding effective solutions, and ensuring a positive customer experience.
• Providing customers with comprehensive and accurate information.
• Maintaining clear and concise communication with customers, team members, and other functional areas to facilitate efficient problem-solving.
• Monitoring and evaluating customer interactions to maintain service standards and identify areas for improvement.
• Analysing customer data and feedback to identify trends, patterns, and areas for improvement in customer service processes.
• Developing and implementing improvements to customer service procedures to enhance efficiency and effectiveness.
• Implementing strategies to retain and build long-term relationships with customers.
• Maintaining detailed records of customer interactions and resolutions, contributing to a comprehensive knowledge base.
• Staying updated on industry trends and adapt to changes in customer needs, ensuring the team is equipped to provide relevant support.
• Handling disputes or conflicts with customers diplomatically, aiming for swift and fair resolutions.

• Communication skills
• Interpersonal skills
• Report writing skills
• Presentation skills

• Six (6) years’ cumulative relevant work experience, three (3) of which should have been at the grade of Customer Care Assistant II or in a comparable position.
• Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.
• Proficiency in computer applications.