ACTIVA Assurances is looking for the needs of its services 01 Customer Service Manager

ACTIVA Assurances is looking for the needs of its services 01 Customer Service Manager M/F
Location: Douala-Cameroon

Type of contract: CDI

ASSIGNMENT

Attached to the Retail & Innovation Department under the responsibility of the Deputy Retail Director, the Customer Service Manager is responsible for supervising and guaranteeing the achievement of business objectives and customer experience throughout the company, in collaboration with the focal points of the Genuine entities. passionate about the customer, your objective is to guarantee customer satisfaction on all our points of contact, drive the improvement of our processes and contribute to the recommendation of our brand

1- The purpose of the position

• Supervise the activity of the Front Office and Back Office entities
• Manage the Customer Relations operational plan and ensure that objectives are achieved

• Guarantee the skills development of the customer relations teams and contribute to all customer experience improvement programs at the subsidiary level in the Life & Non-Life universes
• Pilot the Voice of the Customer and be a contributor to actions to improve customer journeys

2- Main activities

• Ensure effective customer support on the various channels within its scope (Call Center, social networks, mobile application, physical mail, etc.)
• Supervise teleprospecting / telesales and manage customer equipment programs
• Manage service and quality indicators for customer contact channels for a seamless experience across all customer contact points
• Know how to share experiences and practices, cooperate and collaborate with sales, communication, production teams and front office teams on customer issues
• Manage multi-channel customer interactions and identify ways to self-carize customer contacts 
• Contribute to the digitalization program of the customer experience and the scaling up of digital channels
• Follow the trend of customer perception indicators: CSAT, CES, NPS and propose improvement actions
• Carry out sector benchmarks on good practices in order to position ACTIVA as the preferred insurer of the population

3- Management & Development of the Customer Service team

• Supervise, supervise and support its teams in the deployment of their activities
• Ensure the scalability of the teams
• Collaborate with other entities of the company while spreading a true customer-centric culture

PROFILE
Diploma :

• BAC+4 minimum in Commerce/Sales and Marketing or equivalent diploma

Experience:

• 05 years minimum of experience in the field of telesales, customer relations (call center, store, digital), marketing, back office supervision.
• Good knowledge of insurance would be a plus

Attitudes and Abilities:

• Have a sense of confidentiality and rigor 
• Strong ability to persuade and negotiate 
• Excellent presentation and hospitality 
• Good quality of work and respect of deadlines
• Organization and management of the team of customer advisors
• Master the G-Suite/Windows environment, particularly comfortable with Excel and Powerpoint
• Mastery of commercial and sales techniques (prospecting, animation and customer follow-up) 
• Knowledge of insurance products 
• Sense of analysis and planning 
• Mastery of quantitative methods Sense of relationship and listening

Critical Post Dimensions:

• Client orientation
• Concentration on customer service target and business objectives
• Mastery of Customer Experience standards
• Customer satisfaction, retention and loyalty
• Coaching and motivation of teams

Application file:
The application file consists of a detailed CV (PDF format) which must be submitted exclusively via the following link: https://bit.ly/3hqR5tn 

Only shortlisted candidates will be contacted.

Deadline: January 05, 2023.