Customer Operations Associate
Turaco · Kampala, UG
Handles customer calls about insurance products, answers questions and registers new customers. Also does telesales, upselling and cross-selling products by phone, and processes and settles insurance claims while detecting fraud.
What you'll do
- Answer customer questions about product features and claims submission
- Register new customers and complete data entry requests
- Call at least 100 customers daily to upsell or cross-sell products
- Initiate, investigate and process customer claims
- Detect fraud and apply mitigation techniques
Skills
Outlined skills are listed as required.
Full original description
Roles and responsibilities
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 metrics while providing excellent, consistent customer service.
- Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco.
- Register new customers into our database and other data entry requests as needed.
- Address customer inquiries regarding products and claims submission, amongst others on time.
- Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.
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.
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.