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Customer Service Representative (Contact Centre)

To consistently deliver a high level of service to MUA customers.

Main Responsibilities:

▪ Provide clear information to customers on MUA’s General Insurance products and general information about MUA.

▪ Attend to customers’ requests in a timely manner according to set KPIs.

▪ Assist customers in the understanding of insurance contract Terms and Conditions.

▪ Assist customers in the claims process and any information relating to their pending claims.

▪ Encourage and guide customers to use MUA’s digital tools.

▪ Ensure high level customer service when answering calls from 2075500 and call back missed calls to maintain QS above 95%.

▪ Actively participate in any project linked to customer service delivery and support assigned to the Customer Contact Centre.

▪ Propose General Insurance products according to client’s needs including promotional offers.

▪ Cross selling and upselling other products to existing clients.

▪ Process new quotations for customers (General Insurance) and ensure that all information relating to the Terms & Conditions are provided to them.

▪ Ensure follow-up until the sale is finalised.

▪ Contact customers as per renewal list submitted by Supervisors and keeping records for monitoring to ensure customer retention.

▪ Process and deliver Insurance policies to customers as per set KPIs.

▪ Follow-up with Debtors Department for Standing Orders, Direct Debit, or any related query/issue.

▪ Promote MUA’s digital tools and provide assistance to online customers.

▪ Scann policy documents and KYCs.

▪ Despatch documents processed to Head Office.