🔔 HIRING: Customere Care Officer at Xtrempay – NG

Job Description

• To drive financial inclusion through behavior change and perception.
• To develop a process for tracking procedures requiring prior authorization to decrease customers wait times
  and improve timely access to care.
• Revising and developing Customer Service policies and processes.
• Monitoring and analyzing service quality data for recommendations for service improvement.
• Coordinating and developing behavior change for staff to roll out improvements.

Achievements

• To achieve 100% case log for all interactions via all engagement channels.
• Successfully deployed Monthly and Quarterly surveys for customer feedback on services, products, and
  processes.
• Improved the Customer Satisfaction
• Directed Service Centre operations daily consistently achieved 100% answer rate on Emails and Chats, and
  97% phone calls with a focus on first-call resolution to create a more positive customer experience.
• To Participate in project management to improve efficiency and remove redundant processes; contributed to
  product development, analysis, action plans, and policy updates.