Customer Experience Officer, Call Centre

Job Description

Title: Customer Experience Officer, Call Centre

Company Name: Shanta Life Insurance PLC

Vacancy: 2

Age: 22 to 35 years

Job Location: Dhaka (Tejgaon)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Banks, Insurance, Telecommunication, Manufacturing (FMCG), BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• 1 to 3 years
• The applicants should have experience in the following business area(s): Banks, Insurance, Telecommunication, Manufacturing (FMCG), BPO/ Data Entry Firm, Call Center

• Age 22 to 35 years
• Only Female

Overview of the Job:

The Customer Experience Officer, Call Centre will be responsible for delivering exceptional service to policyholders and prospective clients by managing inbound and outbound calls. The role requires providing accurate information on Shanta Life Insurance PLC’s products and services, addressing customer inquiries, resolving issues efficiently, and ensuring a positive customer experience at every interaction.

Key Responsibilities: 

Customer Assistance

• Manage inbound and outbound customer calls promptly and professionally.

• Address queries regarding policy details, claims, premium payments, and related services.

Information Provision

• Deliver clear, accurate, and comprehensive information about company products, services, policies, and processes.

Problem Resolution

• Identify, investigate, and resolve customer concerns effectively.

• Ensure timely solutions while maintaining customer satisfaction and goodwill.

Data Management

• Accurately record customer interactions, inquiries, complaints, and resolutions in company databases.

• Maintain proper documentation for audit and reference purposes.

Follow-up

• Conduct timely follow-ups on pending or escalated inquiries.

• Ensure proactive communication until resolution is achieved.

Product Promotion

• Inform and educate customers on new products, features, and promotional offers aligned with their policy status or needs.

Feedback Collection

• Capture and relay customer feedback to relevant departments.

• Assist in identifying opportunities for continuous service improvement.

Collaboration

• Work closely with Claims, Underwriting, Sales, and other departments to resolve complex cases.

• Ensure seamless service delivery across all touchpoints.