Description
The Retention and Growth Executive is a customer-facing role. The person would be responsible for managing existing accounts (“Clients”) acquired by the company.
The person will work as the primary contact person for our clients, ensuring a high level of client satisfaction. Will also ensure proper implementation and management of all activities and initiatives aimed at maintaining and growing the business relationship between Avon HMO and its clients.
The ideal staff must display our core essence of responsiveness at all times and must work in a manner that consistently ensures customer service remains a clear differentiator for Avon HMO in the market.
Duties/Responsibilities
• Creating and fostering excellent client relationships as a means of building trust, retaining clients and growing enrolled population.
• Ensuring consistently high levels of client and enrollee satisfaction – proactively managing clients, providing solutions and being responsive at all times.
• Ensuring active engagement of clients and delivery of value-added services – organizing meetings/ sessions, health talks, newsletters, health tips, and other wellness/ preventive health services.
• Maintaining and growing Avon HMO enrollee population and revenue from existing clients.
• Ensuring prompt and effective complaint resolution and management, including logging and following up to ensure close-out.
• Responsible for the completion and execution of client contracts and other internal documents and ensuring all client documentation/ records are promptly, correctly and fully captured and updated in-house; including, premium sign-off, client profile, reports, etc.
• Obtaining referrals for new business from existing clients through excellent service delivery and effective relationships management.
• Ensuring prompt and effective Client on-boarding: Facilitating the smooth transition of new clients onto the scheme and ensuring the client and its staff are adequately and regularly informed about the scheme, plans & benefits, contact information, etc.
• Ensuring timely invoicing in line with policy for renewals, installments and additions; follow up and ensure prompt payment by clients.
• Conduct periodic customer satisfaction surveys and other customer service activities to track and report on customer satisfaction.
• Ensuring prompt capturing and delivery of internal reports on a daily, weekly and monthly basis using the designated applications and formats
• Provision of reports also to clients – utilization report; monthly update.
• Maintaining up-to-date and accurate database of clients and clients contact persons for effective client/ contact person management
Minimum Requirements
- BSc in relevant field
- MBA an added advantage
- Ability to function well in a result-oriented, performance-driven environment.
- Very good written and oral communication skills
- Very good presentation skills
- Strong organizational and time management skills
- Detailed and focused on execution and results
- Good thought process – logical and analytical
- Good business acumen
- Very good interpersonal skills
- Self-motivated and driven
- Innovative and customer-oriented
- Good I.T. knowledge and skills
- Personable; good appearance & composure
- Must be a team player – ability to work effectively and cordially in a diverse team
- Possess a strong work ethic; a positive, can-do attitude; accomplishing tasks in a prompt and efficient manner, meeting and exceeding client expectations
Additional Requirements
- Personable; good appearance & composure
- Must be a team player – ability to work effectively and cordially in a diverse team
- Possess a strong work ethic; a positive, can-do attitude; accomplishing tasks in a prompt and efficient manner, meeting and exceeding client expectations
- A demonstrable track record of client relationship management experience
Qualified candidates should apply here: Application Form
