- Respond to customer enquiries by phone, email and SMS with clear information and timely follow-through.
- Investigate complaints, coordinate solutions with operations, and keep customers informed until issues are resolved.
- Follow up with customers at risk of leaving, understand their concerns, and explain options within company policies.
- Handle renewal and re-enrolment conversations and approved campaigns to win back former customers.
- Maintain accurate CRM notes, follow-up commitments, and reasons for cancellations or non-renewal.
- Escalate refund, credit, or policy exceptions for approval and respect customer decisions.
- Report recurring service issues and opportunities to improve customer satisfaction and retention.
Customer serviceCRM