Customer Engagement Officer

The Customer Engagement Officer is responsible for driving superior enrollee engagement and service experience across all communication channels. The role ensures prompt, data-informed resolution of customer issues, proactive engagement, and continuous improvement initiatives. The officer leverages data analytics, customer insights, and basic project management capabilities to enhance service quality, track utilization trends, and support product and process optimization within the Company.

ROLE QUALIFICATION:

ACADEMIC/PROFESSIONAL:

• First degree in Business Administration, Economics, Statistics, Marketing, or any related discipline.
• Certification in Customer Experience, Data Analytics, or Project Management (added advantage).

• WORK EXPERIENCE:
• 2–4 years’ experience in customer service, customer engagement, or related function.
• Experience in an HMO, insurance, healthcare, telecoms, or similar service industry is an advantage.
• Practical experience with data analysis and reporting tools.

KEY RESPONSIBILITES:

• Serve as the primary point of engagement for enrollees across digital, email, phone, and social channels.
• Respond to customer enquiries promptly and professionally, ensuring adherence to service standards.
• Monitor customer feedback and escalate service issues where necessary.
• Maintain a strong understanding of HMO plans, provider networks, benefits, exclusions, and service processes.
• Track and analyse customer engagement trends, service patterns, customer pain points, and utilisation behaviour.
• Generate weekly and monthly customer experience dashboards using Excel or analytical tools.
• Support root-cause analyses for complaints, service gaps, and recurring operational issues.
• Provide insights to Product, Claims, Underwriting, and Provider Management teams to support decision-making.
• Support the implementation of customer-centric projects and service improvement initiatives.
• Document project milestones, follow up with stakeholders, and monitor progress against timelines.
• Participate in cross-functional working groups to improve claims turnaround time, onboarding, and communication flows.
• Assist in testing and deploying customer-facing digital solutions.
• Manage customer interactions across social platforms and digital channels in alignment with brand standards.
• Collaborate with Marketing to ensure consistency of messaging and timely publication of service-related updates.
• Monitor and moderate online customer conversations to ensure accuracy and remove inappropriate content.

REQUIRED SKILLS AND COMPETENCIES:

• Data analytics and insight generation (Excel, dashboards, basic analytics tools).
• Customer engagement & service management.
• Basic project management (scheduling, follow-up, documentation).
• Knowledge of HMO products, benefits, and healthcare processes.
• Strong written and verbal communication.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• High emotional intelligence and strong interpersonal skills.
• Problem-solving and critical thinking abilities.
• Attention to detail and organisational skills.
• Strong initiative and ability to work independently.
• Professionalism, integrity, and strong work ethic.
• Ability to learn quickly and adapt in a fast-paced environment.