Reports to: Manager – Business Development & Partnership
Location: Head Office, Kampala

Job Purpose
The Customer Support Officer will be responsible for enhancing customer satisfaction and loyalty through handling client concerns with the objective of improving PAX overall customer experience.

Main Duties & Responsibilities
• Develop and implement customer-centric processes/enhancements to drive service usage.
• Review, dissect, and rectify issues arising from complaints and/or regulatory requirements that may impact customer satisfaction and PAX reputation, translating them into effective program and process enhancement initiatives.
• Build and maintain profitable relationships with all stakeholders/clients.
• Resolve customer complaints quickly and efficiently.
• Keep customers updated on the status of resolution of their key concerns/complaints.
• Prepare monthly customer service performance reports.
• Organize and spearhead quarterly service review meetings with key stakeholders to understand customers’ individual needs and address them accordingly.

Minimum Required Qualifications
• A Bachelor’s Degree in any Business-related field.
• A Certificate in Insurance is an added advantage.
• 2 years of work experience in an insurance company.