Customer Experience Officer at CIC Insurance

Customer Experience Officer Purpose

To deliver comprehensive customer service across all lines of business for all CIC subsidiaries.

Primary Responsibilities:

• Lead the planning, execution, and supervision of the CRM implementation project.
• Collaborate with cross-functional teams to gather requirements and ensure alignment with organizational needs.
• Develop and conduct training programs to promote user adoption and satisfaction.
• Handle inbound communication from CIC stakeholders through email and phone calls, responding promptly in accordance with the call center contact strategy.
• Initiate outbound communication with CIC stakeholders and gather referrals for distribution.
• Perform monthly customer callouts for all lines of business.
• Collect and analyze customer feedback at the group level and document it as needed.
• Efficiently address and resolve customer complaints.
• Provide customers with information about products and services.
• Update customer information as required.
• Identify and escalate high-priority issues.
• Document all call information following standard operating procedures and generate reports.
• Respond to inquiries on social media within established timeframes.
• Conduct staff training on customer service-related topics.

Academic and Professional Requirements

Education:

• Bachelor’s Degree in Communication and Public Relations.
• Proficiency in MS Office and other office applications.
• Customer Experience Specialist (CXS) Certification.

Experience Required:

• Minimum of 2 years of relevant experience.