Customer Service Representative

Job Summary

MUA is seeking a Customer Service Representative to serve customers by providing product and service information, resolving product and service issues, and always ensuring total customer satisfaction. The role will also involve acting as a cashier and processing customer payments, promoting all products offered by the company and achieving sales targets, completing all administrative work and sales-related processing, and assisting clients in using MUA’s digital tools and platforms.

Main Responsibilities

• Sales Management: Achieve set sales targets through the sale, cross-selling and retention of existing clients. Propose appropriate General Insurance and Health Insurance products according to clients’ needs, prepare and follow up on quotations, finalise policies within the applicable underwriting and mandate authority, and ensure client retention at renewal.
• Customer Service: Deliver excellent customer service by responding to clients’ requests in a timely and professional manner, whether by phone, email or in person. Assist clients in understanding insurance terms and conditions, provide information and guidance on claims, address complaints, liaise with relevant departments to resolve client queries, and assist clients with the company’s digital solutions.
• Cash Management: Operate the cashier system and process customer payments in accordance with established guidelines. Issue payment receipts, bank cash received through Compusafe at regular intervals, and reconcile the cashier session with the amount banked at the end of each day.
• Administrative Support: Process client requests and transactions accurately within the relevant systems, prepare insurance contracts and required documentation, and complete all administrative and sales-related tasks in line with established procedures and KPIs. Perform tasks delegated by the Team Leader and Branch Coordinator, follow up on renewal and debtor lists, and liaise with internal departments such as Sales Support, Finance, Claims, IT, Compliance & Legal and Corporate for assistance and resolution of client or operational matters.

Job Requirements

• Minimum qualification: HSC or equivalent.
• At least 2 years of experience in a similar position.
• Good knowledge of insurance products.
• Excellent communication and interpersonal skills.
• Strong customer-oriented approach with good listening and diplomatic skills.
• Good organisational and planning skills, with the ability to manage time and priorities effectively.
• Proactive attitude and ability to work under pressure and meet tight deadlines.
• Fluent in both written and spoken English and French.

The company reserves the right to call only the qualified candidates for the selection exercises.

Applications received after the closing date might not be considered.

The company also reserves the right not to proceed with the vacancies.