Department: Corporate Affairs Department
Reports To: Call Centre Supervisor
Location: GLICO Head office, Accra
Purpose of the Job
The Call Centre Officer will serve as the first point of contact for clients, providing exceptional customer service by addressing inquiries, resolving complaints, and offering accurate information about GLICO Group's products and services. This role ensures a seamless customer experience while promoting brand loyalty and satisfaction.
Main Responsibilities
1. Customer Interaction:
. Respond to incoming calls, emails, and chat inquiries from clients in a professional and courteous manner.
. Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
. Follow-Up:
1. Call back respondents who may not have been available during the initial contact or encountered interruptions (e.g. phone battery died) to ensure complete enquiry process and ensure customer satistaction.
2. Return all missed calls immediately and ensure that there are no missed calls by the end of the day
2. Product and Service Knowledge:
1. Maintain in-depth knowledge in insurance policies, healthcare plans, pensions, and financial services.
2. Provide accurate and timely information to customers based on their specific needs and inquiries.
3. Problem Resolution:
. Troubleshoot and resolve issues or escalate complex cases to the appropriate department for timely resolution.
. Track, monitor, and follow up on escalated cases to ensure closure and client satisfaction.
4. Sales Support:
. Identify cross-selling and upselling opportunities during customer interactions.
. Refer potential sales leads to the appropriate sales or marketing teams.
. Issue certificates for Travel Insurance policies in accordance with established guidelines and procedures.
. Ensure customer retention by monitoring especially for motor insurance renewals and providing timely reminders to policyholders.
5. System Management:
. Log all customer interactions, inquiries, and complaints in the company's customer relationship management (CRM) system.
. Ensure accurate and detailed documentation of each interaction.
. Follow-Up:
. Call back respondents who may not have been available during the initial contact or encountered interruptions to ensure complete enquiry process and customer satisfaction.
6. Performance Metrics:
. Meet individual performance goals, including call handling time, response time, resolution rates, and customer satisfaction scores.
7. Team Collaboration:
. Work collaboratively with team members and other departments to enhance the overall customer experience.
. Participate in regular training sessions to stay updated on company policies and services.
. Provide Ad hoc duties or support services as may be required by the supervisor or Head of Department.
Skills and Competencies:
. Excellent verbal and written communication skills.
. Strong interpersonal and problem-solving abilities.
. Proficiency in using CRM systems and Microsoft Office Suite.
. Ability to work under pressure and handle multiple tasks simultaneously.
. Customer-focused with a positive and professional attitude.
Performance Indicators:
. Customer satistaction score.
. First-call resolution rate.
. Average response and handling time.
. Accuracy in documentation and reporting.
Interested candidates should
send applications to: hr@glicogroup.com by Monday, 1 Dec, 2025.