Customer Relationship Management Officer

Job Description 

We are looking for an experienced customer relationship management officer to be responsible for engaging with key customers by building and preserving trusting relationships. The customer relationship management officer will constantly identify opportunities to grow the customer base and build positive relationships with new clients. CRM Officer will also be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.

CRM Officer should possess excellent communication skills and maintain the core values of the organization. The staff will conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint. Ultimately, an outstanding CRM officer will work closely with sales and accounts managers to ensure that all staff preserves relationships with clients.

Customer Relationship Management Officer Responsibilities:

1. Receiving Calls: Picking up calls from (1320 & 0783 990 335 )
2. Directing inquiries: Solving stakeholders’ queries efficiently, and following up with departmental focal persons to solve to address respective queries. Handling clients’ possible claims and forward the rest to the responsible staff by tagging them on a google sheet shared with various stakeholders and make follow up until to query is solved.
3. Information provision: Providing sufficient products and procedures information to whoever asking.
4. Doing Sales: Pulling monthly sales production report to turn matured, lapsed and dormant policies into new business. Monitoring and giving alerts on lapsed policies, Referral program, claim experience and services regularly.
5. Giving feedback to clients: Giving feedback to clients via call, email, live or SMS their concern.
6. Collecting customer’s feedback: Reaching out clients by sampling to assess customer satisfaction level and collect feedback for Prime Life Management.
7. Addressing digital products technical issues: Receiving clients’ concerns on digital products and handling basic technical issues. Coordinating with departments to solve advanced technical issues arising from digital products.
8. Handling Claim communications via Life Claims specific email: Receiving claims via specific claims department email to be created and guiding clients on how to complete claims requirements. Making sure completed claims file are submitted to claims unit for processing.
9. Reporting frequent queries: Analyzing and gathering frequent and common queries/concern to be submitted to Prime Life Management. Giving report on unsolved issues to call upon special intervention.

Customer Relationship Management Officer Requirements:

• A bachelor’s degree in business, administration, communication or a related field.
• A minimum of 3 years’ experience.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• A team player with leadership skills.
• Maintain a positive attitude focused on customer satisfaction.

Only Qualified Candidates should submit their application letter, Curriculum Vitae (CV), Copy of academic documents and copy of National Identification to Prime Life Insurance Ltd mail: [email protected] 

The deadline for submitting applications is: 23rd  March 2022 

Applications should be addressed to the Chief Executive Officer of PRIME LIFE INSURANCE Ltd.

Only selected candidates will be contacted.

Signed by:

Innocent HABARUREMA

Chief Executive Officer