Customer Experience Assistant

Role Overview

This position is the frontline link between the company and its customers, handling every incoming interaction—whether by phone, email, in person, or on digital channels. You will be responsible for turning enquiries and issues into resolved outcomes, coordinating with internal teams to keep service delivery smooth, and protecting the company’s reputation through professional, compliant communication. Your daily efforts directly support customer loyalty, accurate record-keeping, and the overall quality of the service experience.

Key Responsibilities

• Respond to customer contacts across telephony, email, walk-in, SMS, and social channels, maintaining professional and timely communication at all times.
• Own each customer issue from first contact to resolution, including complaints, service requests, claims, renewals, and any matters that require escalation.
• Work closely with internal departments to coordinate solutions, share necessary context, and ensure customers are not passed between teams unnecessarily.
• Keep detailed, current records of all service activity, such as enquiries, escalation trackers, system downtime logs, renewal lists, and other operational documentation.
• Spot and flag high-risk or unresolved customer situations to supervisors and relevant teams so they receive priority attention.
• Support retention efforts by proactively following up on renewals, claims, and any open issues that could affect customer satisfaction or loyalty.
• Apply company policies, service standards, and regulatory requirements consistently in every customer interaction and internal process.
• Prepare clear, accurate service reports that help management assess performance, detect gaps, and make informed decisions on improving the customer experience.
• Identify patterns or weak points in service delivery and contribute to initiatives that raise satisfaction and reduce recurring problems.
• Maintain strong, trustworthy relationships with customers and internal partners, exercising confidentiality and upholding the company’s professional image.

Requirements & Qualifications

• A recognised bachelor’s degree in Communication, Business Administration, or a closely related discipline.
• At least three years of hands-on experience in a call centre or customer service environment.
• A Diploma in Insurance is a strong plus, as it supports better handling of insurance-related customer matters.
• Excellent written and spoken communication, with the ability to adapt tone and language to different customer situations.
• Demonstrated integrity, discretion, and a professional demeanour when dealing with sensitive or confidential information.
• Proven capacity to juggle multiple tasks, work without constant supervision, and manage high volumes of customer interaction effectively.
• Comfortable using Microsoft Office tools and customer service platforms to track, document, and resolve requests accurately.