Customer Relationship Manager
Industry: Insurance
Location: Nairobi
Our client, a leading Life Assurance group in the region with well-established
operations in Kenya, Uganda and Tanzania seeks to recruit a Customer
Relationship Manager. Industry: Insurance
Location: Nairobi
The
ideal candidate will effectively and efficiently coordinate the customer
service functions by partnering with the Operations Division and other internal
teams to build, sustain customer service operations and enhance excellent
culture within the business in order to differentiate the company’s brand in
order to enhance business growth and retention.
Key Responsibilities
Key Responsibilities
- Partnering with
departmental teams in developing and implementing strategies, programs and
initiatives that deliver customer delight at all service delivery points
- Assessing
customer needs and collaborating with the relevant departments to
implement solutions and initiatives that meet and exceed customer
expectations
- Receiving data
regularly from the business on lost accounts stating reasons for lapsation
and develops necessary measures to redeem lost accounts
- Serving as
customer advocate, accountable for escalating and proper customer
positioning on all issues pertaining to customer satisfaction with the
authority of representation across organizational and departmental
boundaries
- Liaising with
retail business to develop and implement appropriate retention best
practices and strategies for the high value customer segment.
- Investigating
and solving customer problems and complaints, which may be complex or
long- standing problems that have been passed on by customer service staff
- Collaborating
with ICT to implement an appropriate Customer Relationship Management
system to improve service delivery through technology
- Carrying out market
research and gathering related information needed to drive growth and
improve processes in conjunction with Head of Research
- Maintaining an
updated databank on feedback from clients about service delivery and
products
Skills
and Qualifications
- Degree in a
Business or Marketing field from a reputable university
- Extensive
experience and demonstrated success in customer relationship management
preferably from the financial sector
- Strong
analytical, interpersonal, presentation, communication and negotiation
skills
- A track record
of successfully meeting targets
- Self-starter
with experience and desire to acquire new business
- Must be
self-driven, energetic, resourceful, creative, and possess strong
leadership skills
- Excellent
organizational skills and ability to manage multiple tasks across multiple
sites and multiple systems
- Significant
experience in delivering high quality client portfolio management
- Excellent
technical competencies such as profit orientation and business awareness
with a client focus and relationship-orientated
To
apply, send your CV only to recruit@flexi-personnel.com before 14th June
2013.
Clearly
indicate the position applied for and minimum salary expectation on the subject
line.
