Overview
Executive – Customer Service Jobs in Colombo, Western Province, Sri Lanka at Union Assurance PLC
Title: Executive – Customer Service
Company: Union Assurance PLC
Location: Colombo, Western Province, Sri Lanka
Union Assurance is a leading corporate and the fastest growing entity in the Life Insurance industry backed by the strength and stability of John Keells Holdings PLC, Sri Lanka's largest conglomerates.
The Job:
The person will be responsible for providing customer support and resolving customer complaints & queries to enable Union Assurance to achieve its strategic business objectives while maintaining the set service standards of the organization.
Principal Accountability:
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution in alignment with UA’s core values
- Provide accurate, valid, and complete information to the customers’ queries by using the right methods/tools
- Escalate unresolved issues to the senior team member according to business needs
- Build sustainable relationships and trust with relevant stakeholders through open and interactive communication
- Prepare a report on complaint status and share it with senior management for further actions that are to be taken
- Keep records of customer interactions, process customer accounts and file documents for the customer care monitoring platform
- Effective use of available System Paths to minimize back office referring for operational matters
- Contribute to the development and implementation of complaint management policies and procedures
- Ensure compliance with policies and standard operating procedures to facilitate quality customer service experience across Union Assurance
- Identify and drive process improvements to ensure excellence in customer experience and timely delivery of services
Qualifications and Experience:
- A bachelor’s degree from a recognized University in any discipline.
- Full/ Part qualification in recognized professional institute will be an added advantage
- Minimum 02 years of experience in customer service or customer complaint management.
- Sound knowledge on Microsoft office packages
- Excellent communication and interpersonal skills
- Strong adaptability, work under pressure and capacity to work in fast-paced environments.
- Ability to work independently and in a team-oriented environment.
