About the Role
AXA Mansard is seeking a dedicated and dynamic Customer Engagement Officer to join our team in Nigeria. In this role, you will serve as a key relationship manager responsible for enhancing customer satisfaction, improving service delivery, and securing long-term customer loyalty across all touchpoints.
Key Responsibilities- Execute targeted customer engagement strategies to strengthen relationships with key clients and employer groups.
- Champion the voice of the customer by translating feedback into strategic recommendations for product and service enhancements.
- Serve as the primary escalation point for critical service inquiries, complaints, and concerns.
- Generate weekly and monthly customer experience dashboards using analytical tools to track service trends and pain points.
- Collaborate with Marketing to manage digital customer interactions, promote self-service adoption, and build online communities.
- Work cross-functionally with Sales, Claims, and Operations to streamline service level agreements and improve turnaround times.
- Bachelor's degree in Business Administration, Economics, Statistics, Marketing, or a related discipline.
- 4 to 5 years of proven experience in customer engagement, customer experience, or relationship management.
- Prior experience in an HMO, health insurance, healthcare operations, or similar service industry is a strong advantage.
- Practical expertise in data analysis, reporting tools, and basic project management.
- Professional certifications in Customer Experience, Data Analytics, or Project Management are an added advantage.
- Competitive salary and performance-based incentives.
- Comprehensive medical insurance and wellness programs.
- Opportunities for continuous professional development and career advancement.