Retail Sales and Motor Takaful Renewals Coordinator
Salaam Takaful Limited
Total years of experience :9 years, 5 Months
To manage a team and all customer retention activities.
• Takes initiative via process improvement plans and efficient reporting for customer satisfaction.
• Maintains industry relationships.
• Reporting daily stats to department head.
• Ensuring that departmental goals and target are met.
• Working on projects of new products with other departments.
• Identifying loopholes in the sales process.
• Suggest solutions in a timely manner.
• Evaluate strengths and weaknesses to identify training needs for sales team.
• Oversee sales training material and provide suggestion for improvements.
• Following up on all sorts of digital sales.
Maintaining MIS records of the customers policies.
• Outbound calling to the customers for renewal of their insurance policies.
• Daily reporting to the department head /supervisors.
• Retaining customers.
• Handling different type of complaints and resolving them till customer satisfaction.
• Assist in developing customer service standards, policies, procedures, reporting, and coordination within and outside the organization.
Assist in developing customer service standards, policies, procedures, reporting, and coordination within and outside the organization.
• Day to day operational activities, process monitoring, local and regional reporting, compliance, process mapping, KPIs, etc
• Taking service inquiry calls from customers or agents and dispatching the suitable customer service associate to address questions.
• Handling customer complaints and resolving the same.
• Investigating and correcting errors, following company and customer records.
• Coordinating customers’ service requirements with other appropriate departments as necessary to ensure effective customer service.
• Referring complaints of service or product failure or errors to Ops Manager.
• Issuing/Renewal of auto fleet insurance policies to corporate clients.
• Closely work with front, back office, renewal unit, dispatch unit, Sales team, branch offices and PCMs and ensuring that all tasks are delivered in a timely manner.
Assigning the complaints to the officers and initiating them to the concerned departments.
• Monitoring complaints and working towards reducing their numbers via following up and escalation process with the relevant unit concerned.
• Communicating with product development teams, customer services and support executives in order to provide solutions for complaints regarding inefficient customer service.
• Handling of SBP and Banking Mohtasib cases in coordination with relative stakeholders.
• To ensure and provide efficient and accurate resolution of customer complaints/queries.
• If any process gaps are identified then follow up the root cause analysis of complaints, to avoid the repetitiveness.
• Keeping the Corporate Values and Business Principles, focusing on service standards and excellence, handling complaints and queries received from different channels that includes contact centre, emails, calls, letters, and branches.
• Ensuring effective communications with the customers for complaint resolution through phone or correspondence.
• Maintaining periodic MIS, besides, coordinating the concerned departments.
• Review and acknowledge anticipating an outcome for the feedback of the complaints.
To maintain service quality requirement.
• Handling countrywide customer’s incoming calls, queries, complaints and taking transaction's requests.
• Monitoring Service Standards and providing customer services at excellence.
• Responsible for resolving customer complaints received at Customer Interaction Centre.
• Automating of all processes with operations and forwarding cases to respective departments to escalate.
• Analysing call centre performance history and conduct trend analysis to determine optimum workforce utilization.
Bachelors in Commerce
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