Customer Operations Associate - Rwanda

Job description

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.