Customer Excellence Specialist

The Customer Excellence Specialist will play a key role in managing customer complaints and driving improvements in the overall customer journey, with a strong focus on using digital tools and channels.

Key Responsibilities

• Act as the main point of contact for receiving, logging, and resolving customer complaints through digital channels (email, website forms, social media, live chat) as well as by phone or in person.
• Maintain and update the complaints management system and ensure digital records are accurate and complete.
• Map and analyse the end-to-end customer journey, with a focus on digital touchpoints such as the company website, online policy management, claims submission, and self-service portals.
• Identify pain points in interactions (physical or digital) and propose solutions to improve ease of use, response times, and customer satisfaction.

Job Requirements

• Minimum Diploma in Business Administration, Customer Service, Digital Marketing, or related field.
• 2–3 years of working experience in customer service, complaints handling, or digital customer support.
• Strong communication and digital communication skills (email etiquette, social media handling).
• Problem-solving and analytical skills, with the ability to use data to support improvements.
• Team player with a proactive attitude and digital mindset.
• Comfortable learning and using digital systems and online tools.
• Familiarity with digital tools for customer service (CRM systems, social media).
• Proficient in MS Office and ideally familiar with CRM or helpdesk software.
• Good report-writing and presentation skills.
• Basic understanding of short-term/general insurance products will be an advantage.