Customer Experience Manager

• Jun 2023 - Present

Key Objective:Plan and execute tasks to ensure customer-facing staff adopt behaviors that enhance the guest experience when using our services.

Customer Experience Supervisor

• Apr 2021 - Jun 2023

Team Lead- Customer Service

• Dec 2014 - 2017

Customer service • Assist potential customers by providing product and/or service related information; • Assist existing customers with product and / or service related queries within the required time frame; • Ensure every service encounter is concluded effectively within the required time frame; • All customer / potential customer interaction is to be conducted in a friendly, efficient, and professional manner; • Maintain accurate record of all customer service encounters Membership • Review new membership applications received to ensure all required information is provided; • Ensure the required support documents are provided with new membership applications; • Capture new membership application information onto the administration platform, accurately and within the required time frame; • Maintain accurate records of all new membership application forms received and captured within the administration platform; • Amend / change / update member / beneficiary personal data as requested; • Prepare member welcome packs for distribution to new members / beneficiaries within the required time frame; Claims • Ensure all manual claims received from service providers contain the required information; Show less

Helpdesk/Customer service personnel

• Jun 2012 - Nov 2014

*Phone out of urgent results to hospitals and clients as requested *Contribute to the effectiveness of the Helpdesk team; providing excellent customer service logging, monitoring and resolving problems reported to the Help Desk. *Handling email and Phone-in-inquiries. *Writing of incidence reports ensuring all complaints are handled appropriately *Contribute to the improvement of services, processes and operations. *The provision of support to company staff (internal clients) in providing excellent customer service. Inform clients about billing after reviews and during inquiries. Show less