Customer Operations Associate - Rwanda

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.