Customer Operations Associate at Turaco

This role is the direct contact between Turaco and customers/policy holders. The Customer Operations Associate will speak with customers over the phone to explain insurance products, benefits, and payment methods to customers. The Associate will also upsell and cross-sell other products that are useful to the customer.

Roles and responsibilities

Telesales

• Engage roughly 100 customers daily on the phone to upsell or cross-sell Turaco products while offering excellent customer service.

• Follow up and close on initial sales contacts.

• Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.

• Achieve agreed-upon sales targets within the stipulated schedule.

Contact Center

• Explain technical product features and answer potential and existing customer questions about Turaco products.

• Understand and strive to meet or exceed Customer Operations center metrics while providing excellent, consistent customer service.

• Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco.

• Register new customers in our database and other data entry requests as needed.

• Address customer inquiries regarding products and claims submission, amongst others in a timely manner.

• Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.

Claims Administration

• Initiate, investigate, and process claims reported by Customers.

• Effectively communicate with customers, medical service providers, and co-workers to obtain all information needed to complete claims investigations.

• Obtain and review claim information, company policies, and insurance policy details to decide on the approval and/or settlement.

• Settle insurance claims by evaluating the facts of a customer's situation surrounding the claim, the documentation provided, and determining whether the loss is covered.

• Detect fraud and deploy mitigation techniques while safeguarding customer dignity.

Qualifications, Skills, and Experience

• Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual

• A College diploma or Bachelor’s Degree (or equivalent post-secondary schooling qualification) from an accredited Institution.

• Previous telesales experience, in a call center, or retail/service center where you have been selling a product or service to a customer directly, preferred.

• Fluency in English is a requirement for this role. The ability to communicate with customers who speak your native language (mother tongue/vernacular) is an added advantage.

• Able to constantly operate a computer and record data with proficiency.

• Exceptional customer service with exceptional verbal and written communication skills.

Application Instructions

Once you click the “Apply button,” you will be required to;

• Share your details and upload your CV.

• Answer a questionnaire with 4 areas. To answer, make sure the device you are using can support typing and has a microphone and camera.