Customer Engagement Officer
AI summary
AXA Mansard Insurance Plc is hiring a Customer Engagement Officer to manage and strengthen relationships with key customers, improve service delivery, and drive retention. The role involves digital community management, complaint escalation, data-informed service improvements, and cross-functional collaboration with Marketing and Service teams.
- Relationship management and customer retention focus
- Digital community management and social media engagement
- Data analytics and customer insights used for service improvement
- Cross-functional collaboration with Marketing and Service teams
- Escalation point for critical service enquiries and complaints
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- PreferredPractical evidence in sales, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Engagement Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to AXA Mansard Insurance Plc and the role in Not specified.
- Add concrete examples related to sales, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Engagement Officer role in sales, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research AXA Mansard Insurance Plc before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
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Original source description
The Customer Engagement Officer will serve as a Service Relationship Officer responsible for managing and strengthening existing relationships with key Customers to enhance customer satisfaction, improve service delivery, increase customer retention, promote business growth, and champion positive customer
Experience
across all customer touchpoints thereby securing long-term Customer loyalty.
The officer leverages data analytics, customer insights, and basic project management capabilities to enhance service quality, provide data-informed resolution of customer issues, support product and process optimisation within the Company.
dashboards using Excel or analytical tools.
Responsibilities
- Perform additional duties as assigned by the Group Head, Customer Service & Onboarding.
- Build and maintain dedicated online Customer communities.
- Assist in testing and deploying customer-facing digital solutions.
- Document, analyze and report on the Customer feedback received from all Customer engagement activities.
- Document project milestones, follow up with stakeholders, and monitor progress against timelines.
- Participate in cross-functional working groups to improve service turnaround time, Customer onboarding, and communication flows.
- Collaborate with Marketing to ensure consistency of messaging and timely publication of service-related updates.
- Ensure alignment of Customer expectations with service delivery initiatives and projects.
- Serve as the primary escalation point for critical service enquiries, complaints or concerns.
- Monitor and moderate online customer conversations to ensure accuracy and removal of inappropriate content.
- Work with internal teams to execute targeted Customer engagement strategies and initiatives to enhance relationships with key Customers and Employer groups.
- Maintain a strong understanding of HMO plans, provider networks, benefits, and service processes.
- Support root-cause analysis for complaints, service gaps, and recurring operational issues.
- Manage customer interactions across social media platforms and digital channels in alignment with brand standards.
- Work with all Service teams to develop a “Service Level Agreement” for the company.
- Identify, segment, and profile Customer groups to deliver personalized engagement initiatives that improve retention and satisfaction.
- Partner with the Marketing and Communications team to promote Customer advocacy and brand loyalty programs.
- Support Quality Assurance and Process Improvement projects.
- Champion the voice of the Customer across the organization by translating feedback received from Customer engagement sessions into strategic recommendations for product development, service enhancements, and omnichannel communication.
- Promote adoption and utilization of digital self-service platforms.
- Plan and monitor the communication program with Customers across all available interaction channels.
- Work closely with Sales, Provider Management, Claims, and Operations to ensure seamless customer experience.
- Support the implementation of customer-centric projects and service improvement initiatives.
- Provide insights to Product, Claims, Underwriting, and Provider Management teams to support decision-making.
- Track and analyze Customer engagement trends, service patterns and Customer pain points.
- Generate weekly and monthly Customer