Role Description
Cultivate, establish and maintain business relationships with assigned clients, their members, and representatives.
Exceptional responsiveness to client requests; troubleshoot problems to ensure member satisfaction
Anticipate/identify key client challenges and proffer solutions where necessary
Update and keep accurate client details and directory
Frequently monitor client satisfaction with services provided
Maintain regular interaction with assigned clients, through scheduled meetings or via telephone or written communication
Liaise with different departments about client queries
Ensure a seamless ‘end to end service for clients across all interfaces with the Company
Develop effective communication platforms for clients
Demonstrate expert knowledge of the Company’s products and services.
Prepare Business Case forms for client renewals following scheduled processes and departmental policy
Arrange periodic review meetings with client contacts; prepare the necessary reports for, and call memos of, such meetings and follow up as necessary
Prepare and provide a weekly schedule of planned activities
Conduct customer service workshops such as “How the Scheme Works”, IT systems training (where relevant), and other relevant presentations
Ensure prompt delivery of ID cards for members
Work with the Billing department to ensure prompt payment of premiums
Keep accurate correspondence records for clients
Escalate client issues or challenges promptly, following departmental policy
Ensure client service agreements are prepared and executed by all clients, working with the Legal department.
Ensure repeat-business / scheme renewals by clients.
Develop and foster growth within existing clients through proactive soliciting for additional members and/or up-selling to higher plans and/or value-added services and products
Support Sales department by communicating existing customer feedback
Any other assignment as required by Management
Requirements
A degree in Social Sciences/ business or any related field.
Minumum of 2-3 years cognate experience within the HMO space.
Calm, polite, and professional behaviour and demeanor
High service orientation
Ability to work independently and be self-motivated
Excellent interpersonal communication skills, both verbal and written.
General business knowledge
Strong organizational and time management skills
Computer literate with competency in Microsoft PowerPoint, Excel, Office 365/Skype, and Word
Interested and qualified candidates should send their CVs to: aoseji@metrohealthhmo.com using the job title as the subject of the mail.
Apply via :
aoseji@metrohealthhmo.com
