ACTIVA Assurances IS recruiting a Customer Service Manager

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

Nature of contract: CDI

MISSION

Reporting to the Retail & Innovation Department under the responsibility of the Deputy Director of Retail, the Customer Service Manager is responsible for overseeing and ensuring the achievement of business and customer experience objectives throughout the company, in collaboration with the focal points of the entities. True customer enthusiast, your goal 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

• Oversee the activity of Front Office and Back Office entities
• Manage the Customer Relationship operational plan and ensure the achievement of objectives
• Guarantee the development of the customer relations teams and be a contributor to all customer experience improvement programs at the subsidiary level on the Life & Non-Life universes
• Manage the Voice of the Customer and be a contributor to actions to improve customer journeys

2- Main activities

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

 

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3- Management & Development of the Customer Service team

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

DIPLOMA PROFILE
:

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

Experiment:

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

Attitudes and Abilities:

• Have a sense of confidentiality and rigor
• Strong persuasion and negotiation skills
• Excellent presentation and sense of welcome
• Good quality of work and timeliness
• Organization and animation 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)
• Control of insurance products
• Analytical and planning skills
• Mastery of quantitative methods Sense of interpersonal skills and listening skills

Critical dimensions of the position:

• Customer Orientation
• Focus on customer service target and business objectives
• Mastery of Customer Experience repositories
• Customer satisfaction, retention and retention
• Coaching and team motivation

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: 05 January 2023.