Customer Service Support Officer

The Customer Service Support Officer is an essential part of the customer service team, providing immediate assistance to clients in emergency situations and liaising with the Claims Department to facilitate smooth motor insurance claims.

The Customer Service Support Officer (CSSO) is an essential part of the customer service team, providing immediate assistance to clients in emergency situations and liaising with the Claims Department to facilitate smooth motor insurance claims. CSSOs are also involved in the active acquisition of new business by engaging with potential clients, handling new business leads, and offering tailored solutions. The role combines handling urgent motor insurance claims, assisting with customer inquiries, and driving the growth of the business by converting leads into active clients.

Responsibilities:

• Customer Support:
• Handle incoming customer requests via phone, live chat, WhatsApp, and social media, providing support for  insurance claims and accidents.
• Act quickly and efficiently to assist clients in emergencies, providing immediate communication and coordination with the Claims Department and service providers.
• Liaison with Claims Department:
• Serve as the direct liaison between customers and the Claims Department, ensuring that claims are processed swiftly and smoothly.
• Provide updates to customers on the status of their claims and assist in arranging necessary services (e.g., vehicle recovery, repair shops).
• Active Involvement in New Business Generation:
• Proactively manage new business leads, including following up on referrals, inbound inquiries, and marketing-driven leads.
• Offer personalized quotations to potential clients and guide them through the insurance process to ensure that they make informed decisions and convert to active policyholders.
• Ensure smooth onboarding and transition from lead conversion to active customer.
• Customer Assistance & Retention:
• Provide clear guidance to customers about their insurance policies and the claims process, ensuring they understand their coverage, especially during claims.
• Foster long-term relationships with customers by maintaining regular contact and offering ongoing support.
• Administrative Support:
• Maintain accurate records of all customer interactions, particularly those involving emergency claims or new business activities.
• Assist with front desk duties during staff absences or busy periods.

 Job Requirement:

•  HSC or equivalent
• 1-2 years in customer service, preferably with exposure to motor insurance or assistance services.
• Proficiency with CRM software and communication tools (Live Chat, WhatsApp, Social Media).
• Strong understanding of motor insurance claims and processes.
• Ability to generate and manage new business leads.
• Proficiency in Microsoft Office (Excel, Word).