Customer Operations Associate - Rwanda

Roles and responsibilities

Contact Center

- Explain technical product features and answer potential and existing customer questions about Turaco products.

- Understand and strive to meet or exceed Customer Operations metrics while providing excellent, consistent customer service.

- Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco .

- Register new customers into our database and other data entry requests as needed.

- Address customer inquiries regarding products and claims submission, amongst others on time.

- Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.

Telesales

- Engage at least 100 customers daily on the phone to upsell or cross-sell turaco products while offering excellent customer service.

- Follow up and close on initial sales contacts.

- Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.

- Achieve agreed-upon sales targets within the stipulated schedule.

Claims Administration

● Initiate, investigate, and process claims reported by Customers.

● Effectively communicate with customers, medical service providers, and co-workers to

obtain all information needed to complete claims investigations.

● Obtain and review claim information, company policies, and insurance policy details to decide on the approval and/or settlement.

● Settle insurance claims by evaluating the facts of a customer's situation surrounding the

claim, the documentation provided, and determining whether the loss is covered

● Detect fraud and deploy mitigation techniques while safeguarding customer dignity.

Originally posted on Himalayas