Dear Applicant,
Thank you for your interest in working with BIMA. Kindly read the Job Description and complete the details below;
BIMA OVERVIEW
BIMA is one of the fastest-growing impact and tech companies in the world. We use disruptive mobile technology to bring insurance and health services to consumers with low incomes. BIMA is committed to disrupting the traditional insurance industry and democratizing access to vital services for billions of under-served families around the globe. In just nine years, we’ve built a customer base of over 30 million subscribers in 11 countries across Africa and Asia.
BIMA Ghana has been protecting the future of Ghanaian families since 2010, with over 2.5M lives insured by our policies in 2020. With over 60,000 claims paid so far and over 10,000 consultations provided every month, we take pride in being a company that puts customers at the centre and returns value to our customers. BIMA currently has over 700 employees in Ghana.
Joining BIMA at this stage provides an opportunity for you to truly influence the strategy of a global, growing business. We are a vibrant company where ideas and passion are welcomed, and you get real responsibility from day one.
We have brought together some of the best talent from World leading organisations to create a company that truly celebrates diversity. Our people are our greatest asset and, as an equal opportunities employer encourage applicants from diverse backgrounds to work with us.
BIMA, where innovation, diversity and respect are at the heart of our culture.
THE ROLE (CUSTOMER EXPERIENCE SUPERVISOR)
The Customer Experience Supervisor shall assist BIMA to conduct research into enhancing our customer journey, improve our customer experience practices and actively engage our cherished customers.
The Customer Experience Supervisor will be reporting to the Head of Service Operations based in Accra.
RESPONSIBILITIES
Specific responsibilities include:
I. Onboarding & Customer Journey;
•
Ensure a smooth onboarding process through all communication channels (e.g. SMS, IVR)
•
Optimize the onboarding journey for customers across all Divisions
•
Draft, iterate and test product IVRs
•
Report results and analysis & key learnings affecting the proposed design and key measure to improve upon the journey
•
Map out current customer journey for MNO Division and share recommendations for optimization
II. Engagement;
•
Test engagement calls via IVR: Create content, schedule and budget for engagement SMS & IVR (trust, claims, testimonial etc.)
III. Customer experience processes;
•
Manage monthly customer steering meeting and ensure all stakeholders address the various topics raised in the meeting prior to next meeting
•
Review complaints tracker on a weekly basis and check for resolution status, follow up on unresolved complaints with customer service manager and unit representative
•
Run customer service & customer experience training session with agents
•
Review weekly agent QI scoring and identify key areas of improvement
IV. Research;
•
Ensure customer surveys are carried out thoroughly and efficiently
•
Analyze research data, prepare presentations and draw key insights for mHealth team
•
Manage localization of questionnaire & rollout of Global Customer Income Survey in Ghana, monitor work closely with global product team
•
Perform other related tasks within the scope of customer experience as may be assigned
THE CANDIDATE
•
Minimum qualification of First degree
•
Must have completed National Service
•
Excellent listening and verbal communication skills
•
Passion for customer service, quality focus and problem solving
•
Experience in Research and Project Management is a plus
•
Very organized and in-depth administrative skills
•
Hard-working, energetic, dedicated and great at attention to detail
•
Ability to multi task in a fast-paced environment
•
Strong team player and professional
•
Intermediate in Microsoft office suite (especially Word, Excel, PowerPoint)
Please visit
www.bimamobile.com or
www.bima.com.gh to learn more about BIMA, our team and the success and impact we’ve had so far
Deadline for application is 15th February, 2021
PS: Only shortlisted applicants will be contacted
