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

Providing effective leadership to the customer service team, guiding and motivating staff to achieve departmental goals.

Developing and implementing strategies to enhance customer satisfaction, loyalty, and overall service quality.

Overseeing the training and development of customer service representatives to ensure they possess the necessary skills and knowledge.

Managing key customer relationships, addressing escalated issues, and ensuring prompt resolution.

Assessing and improving customer service processes.

Establishing and monitoring performance metrics to gauge the team's success in meeting service level agreements and customer satisfaction targets.

Collaborating with other functional areas to address systemic issues impacting customer satisfaction and coordinate efforts to enhance the overall customer experience.

Ensuring adherence to relevant laws, regulations, and company policies in all customer service activities.

Utilizing data analytics to gain insights into customer behavior and preferences, informing decision-making and service improvements.

Fostering clear and effective communication within the customer service team and across the organization.

Developing mechanisms for collecting and analyzing customer feedback, using insights to drive continuous improvement.

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

For appointment to this grade an officer must have:

Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations, Communication Studies or equivalent qualifications from a recognized institution.

Certification in customer experience or its equivalent from a recognized institution.

Membership to a relevant professional body in good standing where applicable.

Proficiency in computer applications.

Experience needed

Nine (9) years’ cumulative relevant work experience, three (3) of which should be at the grade of Customer Care Assistant I or in a comparable position.

• Providing effective leadership to the customer service team, guiding and motivating staff to achieve departmental goals.
• Developing and implementing strategies to enhance customer satisfaction, loyalty, and overall service quality.
• Overseeing the training and development of customer service representatives to ensure they possess the necessary skills and knowledge.
• Managing key customer relationships, addressing escalated issues, and ensuring prompt resolution.
• Assessing and improving customer service processes.
• Establishing and monitoring performance metrics to gauge the team's success in meeting service level agreements and customer satisfaction targets.
• Collaborating with other functional areas to address systemic issues impacting customer satisfaction and coordinate efforts to enhance the overall customer experience.
• Ensuring adherence to relevant laws, regulations, and company policies in all customer service activities.
• Utilizing data analytics to gain insights into customer behavior and preferences, informing decision-making and service improvements.
• Fostering clear and effective communication within the customer service team and across the organization.
• Developing mechanisms for collecting and analyzing customer feedback, using insights to drive continuous improvement.

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

• Nine (9) years’ cumulative relevant work experience, three (3) of which should be at the grade of Customer Care Assistant I or in a comparable position.
• Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations, Communication Studies or equivalent qualifications from a recognized institution.
• Certification in customer experience or its equivalent from a recognized institution.
• Membership to a relevant professional body in good standing where applicable.
• Proficiency in computer applications.