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Customer Service Representative Job in Kenya

Customer Service Representative

Reports to: Operations Manager – Client Servicing Department
Division: Client Servicing Department
A leading MIP and Broker in Kenya whose speciality is medical insurance with offices in Dubai, Nairobi, Mombasa and Kisumu, is looking for a Senior Relationship Manger. Requirements are as follows:

Main Job Tasks and Responsibilities
·                     Receives customers' requests by telephone, mail or face to face, analyzes requests, provides information requested or obtains the information required from Insurer or service provider and communicate back courteously to client in a timely manner and appropriate method with the correct response.
·                     handle and resolve customer complaints or any major incidents such as a customer being taken ill and seeking authorization for hospitalization and/or evacuation
·                     obtain and evaluate all relevant information to handle product and service inquiries
·                     provide pricing and cheque/document delivery information
·                     perform customer verifications
·                     organize workflow to meet company and customer timeframes
·                     direct requests and unresolved issues to the designated resource
·                     manage customers service expectations
·                     Accurate records of discussions/interactions/correspondence and  queries with clients
·                     record details of inquiries, comments and complaints
·                     provide feedback on the efficiency of the customer service process
·                     investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by Relationship managers
·                     Analyzing data to determine the level of customer service the organisation is providing
·                     producing written information for customers,
·                     writing reports analysing the customer service that your organisation provides;
·                     visiting customers to provide a one-to-one service;
·                     developing feedback or complaints procedures for customers to use;
·                     Developing customer service procedures, policies and standards for the meeting with other team members to discuss possible improvements to customer service;
·                     learning about the organisation's products or services and keeping up to date with changes;
·                     Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Additional Duties
·                     Provides switchboard relief as needed.
·                     Performs other allied duties as assigned by supervisor. 
Education and Experience
·                     Diploma, General education degree or equivalent
·                     knowledge of customer service principles and practices
·                     knowledge of relevant computer applications
·                     Good typing skills.
·                     knowledge of administrative procedures
·                     Insurance knowledge will be an added advantage
·                     COP insurance qualification
·                     Well spoken and written English and grammar
·                     Minimum 3  year's experience preferably in the Insurance sector
Key Competencies
·                     Quality focus
·                     communication skills - verbal and written
·                     listening skills
·                     problem analysis and problem-solving
·                     attention to detail and accuracy
·                     Documentation skills data collection
·                     customer service orientation
·                     Adaptability, initiative and stress tolerance
·                     Pleasant telephone voice/manner
·                     Knowledge and ability to operate simple office equipment sufficiently to perform the job.
·                     Ability to compose correspondence. 
·                     Multi-tasking

Competitive salary + 21 days holiday, medical insurance for self and family.  

Sponsership for study in insurance related field also considered.  

Additional income if KPI/Targets are met. 

Qualified candidates to send their C.Vs and cover letters by 28th February 2013 through:

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