Reliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.
We are recruiting to fill the position below:
Job Title: Customer Experience Associate
Location:ย Lagos
Employment Type: Full Time
Job Description
- The Customer Experience Program Associate is a key member of the Customer Success team.
- The individual will be instrumental in gaining and sharing clients, enrollees, and provider experiences across key service metrics.
- The ideal candidate would be a proactive person, who sees opportunities in challenges, engages required cross-functional teams to develop initiatives, and measures the impact of the initiatives.
Responsibilities
The key role of the Rhoman includes supporting the CX Program Manager with:
- Analysis of verbatim comments from NPS and CSAT surveys and creating a hierarchy of detractor and promoter themes.
- Analysis of Feeds data to keep an eye on the type and frequency of interactions (in categories) handled by RCC agents to understand complaints/root causes, and volumes of repeat inquiries of inquiries and requests.
- Carrying out service audit visits to RFC and 3rd-party providers and preparing reports for stakeholders.
- Work with cross-functional teams on executing customer experience initiatives.
- Closing the loop by ensuring customers are aware of our knowledge of their pain points and the initiatives implemented to resolve them.
- Managing a progress tracker on all agreed initiatives.
- Participate in enrollee focus groups to vet communication and service plans
- Follow up with stakeholders on the status of CX initiatives and analyze available data to measure the impact of the initiatives.
- Support with data requests for NPS surveys across all Reliance Health markets.
- Research customer experience trends in the health insurance sector and present insights.
- Assist in putting together NPS and CSAT reports periodically.
Requirements
- Minimum of 1year experience working within the RCC
- BSc / HND
- Excellent verbal and written communication skills
- Proficiency in Microsoft Office tools
- Strong analytical skills
- Team player
- Problem solver
- Willingness to learn
- Adaptability.
Application Closing Date
Not Specified.
How to Apply
CLICK HERE TO APPLY
