Customer Service and Collection Officer

Key Responsibilities & Accountabilities

• Manage all daily correspondence and requests with internal and external customers.

• Resolve customers complaints quickly and efficiently.

• Responsible of existing customers retention and maintaining the relationship with them

• Handling and collecting dues/ over dues ensuring to meet the standard turnaround time with customers

• Responsible of keeping and updating the customer’s database in CS systems.

• Responsible of delivering the high quality of operation outputs.

• Keep accurate regular records and reports on retention and collection activities

• Responsible of handling refunds processes

• Responsible of handling and ensuring allocation process is done efficiently

• Responsible of maintaining efficient communication between company and internal /external customers

• Handling customers inquiries regarding payment issues over the phone

• Professional handling Customer visits to the head office within the standard SLA

• Provide full support to sales teams and brokers in any billing/customer service related issue.

• Meet the required target in relation to call volumes, retention and premium collection

• Carry out special campaigns to obtain premiums

• Maintain full compliance of department to AXA standards and reactivity/contribution to all compliance processes.

• Participate in all departmental meetings and support new comers.

• Perform other duties as assigned by manager Job Specifications.

Education / Certification

• Bachelor’s degree is required

• 0-3 Year of Experience

Soft Skills & Behavioral Competencies

• Good Communication

• Proactive

• Preferable Commercial/ Mathematical Background

• Ability to create accurate reports

• Reliable & trustworthy

• Good English

• MS Office