JOB TITLE CUSTOMER EXPERIENCE ASSISTANT
REPORTS TO AG. SENIOR BRANCH MANAGER
JOB PURPOSE:
The Customer Experience Assistant will be responsible for managing customer interactions across
various touchpoints, including calls, emails, and walk-ins. He or she will ensure timely resolution and
follow-up of customer enquiries, complaints, claims, renewals, and service requests while
coordinating with internal teams to deliver excellent customer service. The role will also support
customer retention, maintain accurate service records, and ensure compliance with company
policies, service standards, and regulatory requirements.
KEY TASKS, DUTIES AND RESPONSIBILITIES
1. Manage customer interactions across all touchpoints, including calls, emails, walk-ins, SMS,
and social media, ensuring timely and professional responses.
2. Resolve and follow up on customer enquiries, complaints, service requests, claims, renewals,
and escalations within the agreed turnaround times.
3. Coordinate with relevant internal departments to ensure timely resolution of customer issues
and seamless service delivery.
4. Maintain accurate and up-to-date customer service reports, escalation trackers, IT downtime
logs, renewal prelists, and other operational records.
5. Monitor and escalate unresolved or high-risk customer issues to the relevant teams and
management for timely action.
6. Support customer retention initiatives by ensuring effective follow-up on customer issues,
renewals, claims, and other service-related matters.
7. Ensure compliance with company policies, service standards, regulatory requirements, and
established customer service procedures.
8. Prepare timely and accurate customer service reports to support management decision-
making and monitoring of service performance.
9. Identify customer service gaps and support initiatives aimed at improving customer
experience, service delivery, and customer satisfaction.
10. Maintain professional relationships with customers and internal stakeholders while
upholding confidentiality, integrity, and the company’s corporate image.
REQUIREMENTS
• A Bachelor’s degree in Communication, Business Administration, or a related field from a
recognized university.
• At least 3 years of relevant experience in Call Centre or Customer Service.
• Diploma in Insurance is an added advantage.
• Strong written and verbal communication skills.
• High level of integrity and professionalism.
• Ability to multitask, work independently, and effectively manage customer interactions.
• Proficiency in Microsoft Office and customer service systems.
HOW TO APPLY:
If you are interested in the position and have the required qualifications, skills and
experience, kindly CLICK HERE and apply on or before Friday, August 21, 2026.