About the Job
\nJob Summary
\nThe Customer Experience Officer is responsible for ensuring excellent customer service delivery and enhancing overall client satisfaction across all customer touchpoints at The Ultimate Insurance Broker. The role focuses on managing customer interactions, handling inquiries and complaints, monitoring service quality, and supporting initiatives that improve customer experience, retention, and loyalty.<\/p>\n
The officer will work closely with internal departments to ensure timely and effective service delivery while maintaining strong and professional relationships with clients.<\/p>\n
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Key Duties and Responsibilities
\nCustomer Service & Client Support
\nProvide professional and timely support to clients through different communication channels.
\nRespond to customer inquiries regarding insurance products, claims processes, policy services, and company procedures.
\nEnsure customer concerns and complaints are resolved efficiently and professionally.
\nFollow up with clients to ensure satisfaction and service quality.
\nCustomer Experience Management
\nMonitor and evaluate customer service standards and client satisfaction levels.
\nSupport the implementation of customer experience improvement initiatives.
\nGather customer feedback and recommend service enhancement solutions.
\nAssist in developing customer engagement and retention strategies.
\nComplaint Handling & Resolution
\nRecord, track, and manage customer complaints and service issues.
\nCoordinate with relevant departments to ensure timely resolution of customer concerns.
\nEscalate critical customer issues to management when necessary.
\nPrepare complaint analysis and service improvement reports.
\nRelationship Management
\nBuild and maintain strong relationships with clients and stakeholders.
\nPromote a positive customer-centric culture within the organization.
\nSupport customer awareness and communication activities.
\nReporting & Documentation
\nMaintain accurate customer records and interaction logs.
\nPrepare periodic reports on customer service performance and customer satisfaction trends.
\nMonitor service response times and operational efficiency indicators.
\nCoordination & Collaboration
\nWork closely with Internal teams to improve customer experience.
\nParticipate in customer engagement events, awareness campaigns, and service initiatives.
\nSupport management in implementing customer service standards and policies.
\nAbout You
\nQualifications and Requirements
\nEducation
\nBachelor\u2019s Degree in Business Administration, Management, Public Relations, Customer Relationship Management, Marketing Management, or related fields.
\nExperience
\nMinimum of 3 years of relevant experience in customer experience, customer service, client relationship management, or related areas.
\nExperience in insurance, banking, hospitality, telecom, or financial services are an advantage.
\nSkills and Competencies
\nExcellent communication and interpersonal skills.
\nStrong customer handling and problem-solving abilities.
\nAbility to manage complaints professionally and effectively.
\nGood organizational and multitasking skills.
\nStrong report writing and documentation skills.
\nProficiency in Microsoft Office applications.
\nAbility to work under pressure and meet deadlines.
\nPersonal Attributes
\nProfessional appearance and conduct.
\nStrong customer-oriented mindset.
\nPositive attitude and emotional intelligence.
\nHigh integrity and confidentiality.
\nTeam player with proactive work ethics.<\/p>\n","protected":false},"author":207,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","job_listing_type":[17],"job_listing_category":[224],"job_listing_location":[4],"job_listing_tag":[],"class_list":["post-33628","job_listing","type-job_listing","status-publish","hentry","job_listing_type-full-time","job_listing_category-customer-service-and-care","job_listing_location-addis-ababa"],"metas":{"_job_logo":"https:\/\/beleqet.com\/vacancy\/wp-content\/uploads\/wp-job-board-pro-uploads\/_job_logo\/2026\/05\/The-Ultimate-Insurance-Brokers.webp","custom-text-26140818":"The Ultimate Insurance Brokers","_job_featured":"","_job_tag":[],"_job_filled":"","_job_urgent":"","_job_type":{"17":"Full Time"},"custom-select-24762152":"Onsite","_job_category":{"224":"Customer Service And Care"},"_job_expiry_date":"","_job_gender":"Both","_job_salary_type":"monthly","custom-number-21785310":"1","_job_experience":"Junior","custom-select-25910079":"1 \u2013 3 Years","_job_qualification":"Bachelor Degree","_job_application_deadline_date":"2026-05-16","_job_location":{"4":"Addis Ababa"},"_job_apply_type":"with_email","_job_apply_url":"","_job_apply_email":"uib.hiring@gmail.com","_job_phone":"","_job_employer_name":"Beleqet Jobs","_job_employer_url":"https:\/\/beleqet.com\/vacancy\/employer\/meseret\/"},"_links":{"self":[{"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/job_listing\/33628","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/users\/207"}],"replies":[{"embeddable":true,"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/comments?post=33628"}],"wp:attachment":[{"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/media?parent=33628"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/job_listing_type?post=33628"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/job_listing_category?post=33628"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/job_listing_location?post=33628"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/beleqet.com\/vacancy\/wp-json\/wp\/v2\/job_listing_tag?post=33628"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}