TERMS OF REFERENCE FOR CUSTOMER CARE OFFICER POSITION
- BACKGROUND
Prime Insurance Ltd is an insurance company, established in 1995 by Rwandan investors under a license from the National Bank of Rwanda (BNR).
We are seeking a dynamic and motivated Customer Care Officer to join our growing team. In this role, you will be responsible for responding to all inquiries from our clients and stakeholders both face-to-face, online, and over the telephone.
The ideal candidate will have excellent communication skills and the ability to provide information about our products and services and convert leads into sales.
- KEY ROLES & RESPONSIBILITIES
Under the supervision of our Branding Senior Officer, the Customer Care Officer shall have the following responsibilities:
- Responding to all inquiries from our clients and stakeholders both face to-face, online, and over the telephone.
- Providing information about our products and services and assisting clients in making informed decisions.
- Built and maintain relationships with clients and stakeholders to foster long-term loyalty and repeat business.
- Identify and assess customers’ needs to achieve satisfaction.
- Handle customer complaints, provide appropriate solutions and alternatives, and ensure follow-up for actions within the time limits.
- Follow procedures, guidelines, and policies.
- Take the extra mile to engage customers.
- Required Skills & Qualities
- Prior experience in insurance is preferable, however those with strong customer service/admin skills will also be considered.
- Excellent Organizational Skills.
- Proficient Communication Skills (face-to-face and telephone).
- Effective Problem-solving skills.
- Professional, friendly, and empathetic.
- Be a team player.
- Can do attitude and willingness to learn new skills.
- High degree of accuracy and attention to detail.
- Being fluent in English and Kinyarwanda is mandatory, knowledge of French is an added advantage.
- Education & Experience
- Bachelor’s degree in business or any related field.
- A minimum of two (2) years of working experience in a similar role.
- Having worked in the insurance services industry will be an added advantage.
- APPLICATION PROCEDURE
- Application letter addressed to Chief Executive Officer.
- Recent Curriculum Vitae (CV) with proven work Experience.
- Notarized education certificates.
- A copy of National Identification.
- Two professional referees.
Please send your application on hrm@prime.rw
The deadline for submitting applications is February 22nd, 2023 at 5 pm local time.
NB: Only shortlisted candidates will be contacted.
Chief Executive Officer
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