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Fuzu

About Fuzu

Careers at Fuzu

Customer Experience Associate

Reliance Health

Lagos,Nigeria

Closing: Aug 21, 2024

14 days remaining

Published: Aug 6, 2024 (2 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

Requirements

Minimum of 1year experience working within the RCC
BSc / HND
Excellent verbal and written communication skills
Proficiency in Microsoft Office tools 
Strong analytical skills
Team player 
Problem solver 
Willingness to learn 
Adaptability.

Responsibilities

Requirements

Minimum of 1year experience working within the RCC
BSc / HND
Excellent verbal and written communication skills
Proficiency in Microsoft Office tools 
Strong analytical skills
Team player 
Problem solver 
Willingness to learn 
Adaptability.

The Customer Experience Program Associate is a key member of the Customer Success team.
The individual will be instrumental in gaining and sharing clients, enrollees, and provider experiences across key service metrics.
The ideal candidate would be a proactive person, who sees opportunities in challenges, engages required cross-functional teams to develop initiatives, and measures the impact of the initiatives.

Duties
The key role of the Rhoman includes supporting the CX Program Manager with:

Analysis of verbatim comments from NPS and CSAT surveys and creating a hierarchy of detractor and promoter themes. 
Analysis of Feeds data to keep an eye on the type and frequency of interactions (in categories) handled by RCC agents to understand complaints/root causes, and volumes of repeat inquiries of inquiries and requests.  
Carrying out service audit visits to RFC and 3rd-party providers and preparing reports for stakeholders. 
Work with cross-functional teams on executing customer experience initiatives. 
Closing the loop by ensuring customers are aware of our knowledge of their pain points and the initiatives implemented to resolve them. 
Managing a progress tracker on all agreed initiatives. 
Participate in enrollee focus groups to vet communication and service plans  
Follow up with stakeholders on the status of CX initiatives and analyze available data to measure the impact of the initiatives.  
Support with data requests for NPS surveys across all Reliance Health markets. 
Research customer experience trends in the health insurance sector and present insights.  
Assist in putting together NPS and CSAT reports periodically.

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