Customer Operations Associate

About the role

• This role is the direct contact between Turaco and customers/policy holders.
• The Customer Operations Associate will speak with customers over the phone to explain insurance products, benefits, and payment methods to customers.
• The Associate will also upsell and cross-sell other products that are useful to the customer.

Roles and responsibilities

Telesales

• Engage at least 100 customers daily on the phone to upsell or cross-sell Turaco products while offering excellent customer service.
• Follow up and close on initial sales contacts.
• Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.
• Achieve agreed-upon sales targets within the stipulated schedule.

Contact Center

• Explain technical product features and answer potential and existing customer questions about Turaco products.
• Understand and strive to meet or exceed Customer Operations center metrics while providing excellent, consistent customer service.
• Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco.
• Register new customers in our database and other data entry requests as needed.
• Address customer inquiries regarding products and claims submission, amongst others in a timely manner.
• Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.

Claims Administration

• Initiate, investigate, and process claims reported by Customers.
• Effectively communicate with customers, medical service providers, and co-workers to obtain all information needed to complete claims investigations.
• Obtain and review claim information, company policies, and insurance policy details to decide on the approval and/or settlement.
• Settle insurance claims by evaluating the facts of a customer's situation surrounding the claim, the documentation provided, and determining whether the loss is covered.
• Detect fraud and deploy mitigation techniques while safeguarding customer dignity.

Qualifications, Skills, and Experience

• Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual
• A College diploma or Bachelor’s Degree (or equivalent post-secondary qualification) from an accredited Institution.
• Previous telesales experience, in a call center, or retail/service center where you have been selling a product or service to a customer directly, preferred.
• Fluency in English and Kiswahili is a requirement for this role. The ability to communicate with customers who speak your native language (mother tongue) is an added advantage.
• Able to constantly operate a computer and record data with proficiency.
• Exceptional customer service with exceptional verbal and written communication skills.