OVERALL PURPOSE OF JOB:

Responsible for providing both new and existing customers within Now Health International with peerless service experience. With a detailed understanding of the operational lifecycle. The Customer Service Representative will have a varied workload including building and maintaining strong customer relations, dealing with complex enquiries or complaints, handling renewals and ensuring regulatory compliance.

KEY DUTIES & RESPONSIBILITIES

• As the primary contact for individual members, intermediaries and corporate clients (“customers”).
• Handle all customer enquiries via telephone, email and letter, Live Chat and WhatsApp.
• Delivering high quality, accurate and prompt customers service experience within Now Health International service level agreement.
• Ensure all emails are responded within 24 hours.
• Build and maintain strong customer relations with intermediary brokers and agents.
• Ensure all customer documentation is complete prior to forwarding it to the relevant department and work flexibly within the team to support changing business needs.
• Work with the management team to identify areas of improvement and implement solutions to continually enhance the customer experience.
• Any other ad hoc tasks and projects
• Ensure that the customer complaints are handled according to the procedures and standards set out in the customer complaint handling policy and guidelines.
• Ensure regulatory requirements relevant to the individual’s role are met, this include pass in IIQE 1 and 2 examination and annual required CPD hours are completed.