About this role
Job title: Customer Operations Associate - Rwanda
Kampala, UG
Full-time
Customer Operations
Roles and responsibilities
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Contact Center
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Explain technical product features and answer potential and existing customer questions about Turaco products.
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Understand and strive to meet or exceed Customer Operations metrics while providing excellent, consistent customer service.
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Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco.
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Register new customers into our database and other data entry requests as needed.
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Address customer inquiries regarding products and claims submission, amongst others on time.
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Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.
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Telesales
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Engage at least 100 customers daily on the phone to upsell or cross-sell turaco products while offering excellent customer service.
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Follow up and close on initial sales contacts.
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Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.
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Achieve agreed-upon sales targets within the stipulated schedule.
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Claims Administration
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Initiate, investigate, and process claims reported by Customers.
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Effectively communicate with customers, medical service providers, and co-workers to obtain all information needed to complete claims investigations.
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Obtain and review claim information, company policies, and insurance policy details to decide on the approval and/or settlement.
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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
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Detect fraud and deploy mitigation techniques while safeguarding customer dignity.