Customer Operations Associate

The ideal candidate is an excellent communicator with strong customer service skills, a sales-oriented mindset, attention to detail and a genuine commitment to treating every customer with respect and professionalism.

• 1. Telesales & Revenue Generation
• •Engage at least 100 customers daily through outbound calls to upsell and cross-sell Turaco products.
•  Follow up on sales leads and convert initial customer engagements into successful sales.
•  Adapt sales scripts to address individual customer needs and interests.
• Explain product benefits and recommend relevant insurance solutions to customers.
•  Achieve agreed sales targets within established timelines.
•  Maintain accurate records of customer interactions, sales activities and follow-ups.

2. Customer Service & Contact Centre Operations

• Respond to customer inquiries about insurance products, benefits, payments and claims.

• Provide accurate and timely information to existing and prospective customers.

• Explain product features and insurance processes in a clear and customer-friendly manner.

• Register new customers and update customer information in Turaco’s systems.

• Resolve customer concerns professionally and escalate complex issues when necessary.

• Maintain a strong understanding of Turaco’s products, partnerships and service procedures.

• Meet established customer service, quality and contact centre performance targets.

3. Claims Administration & Processing

• Receive, initiate, investigate, and process customer insurance claims.

• Collect and verify claim information and supporting documentation.

• Liaise with customers, medical service providers, and internal teams to facilitate claims processing.

• Review policy terms, claim documentation, and relevant information to assess coverage and eligibility.

• Support claims assessment and settlement in accordance with company policies and procedures.

• Identify potential fraudulent claims and escalate concerns through the appropriate channels.

• Maintain accurate claims records while ensuring confidentiality and respectful customer handling.

4. Customer Experience & Operational Excellence

• Deliver consistent, professional, and empathetic service across all customer interactions.

• Ensure customer information and operational records are accurately captured and maintained.

• Follow established procedures and service standards when handling customer requests.

• Identify recurring customer concerns and share feedback to improve products and service delivery.

• Uphold Turaco’s values of pushing boundaries, working with excellence, and demonstrating profound respect for the individual.