CUSTOMER RELATIONS OFFICER
DIVISION/SECTION
Consumer Protection,
GRADE/LEVEL IRA 6,,
IMMEDIATE SUPERVISOR
Manager, Consumer Protection
Job Summary
Responsible for coordinating customer service activities and ensuring provision of quality customer service so as to attain high levels of customer satisfaction through enhanced service delivery
Responsibilities
Key Responsibilities Main
task
- Customer Relations Initiate desired changes to
improve customer service
- Monitor social media for complaints and issues
raised against the Authority
- Receive and register complaints received against
the Authority
- Initiate and follow up on the timely resolution of
public complaints made against the Authority
- Coordinate and facilitate settlement of
customer/stakeholders queries and inquiries and facilitating the flow of
information between the Authority and its customers/stakeholders
- Assist in developing positive partnerships and
relationships with customers and stakeholders
Key Responsibilities Main
task
- Administer regular questionnaires to customers and
analysing responses
- Prepare regular and timely reports on customer
service issues and developments
Qualifications
Education and knowledge
- Bachelor’s degree in a business, social sciences
or related field;
- Certificate in customer relations/public relations
or related field;
- KCSE minimum grade C+
- Proficiency in ICT
Experience
- Five (5) years’ experience in a similar position;
- Specialist knowledge and experience in consumer
relations management; and
- Knowledge of insurance
Skills
- Negotiation and analytical skills;
- Communication and reporting skills; and
- Organization and inter personal skills
Competences
- Professionalism;
- Ethical and integrity;
- Team player; and
- Ability to work under pressure, prioritize and
multi task
How To Apply
Shortlisted candidates
shall be required to present the following statutory documents during the
interviews:
Certificate of good conduct from the Director of Criminal Investigations,
Clearance Certificate from the Higher Education Loans Board, Tax Compliance
Certificate from the Kenya Revenue Authority, Clearance from the Ethics and
Anti-Corruption Commission, and report from an approved Credit Reference
Bureau.
Terms of Offer
An attractive
remuneration package commensurate with the responsibilities of the position
will be negotiated with the right candidate.
If you believe you are
the right candidate for the above position and can clearly demonstrate your
ability to meet the job requirements given, please submit your application
(clearly indicating on the envelope the reference number and position you are
applying for) with a detailed CV, stating your position, current remuneration,
qualifications, experience, names and addresses of three referees, email and
telephone contacts together with copies of your certificates and national
identification card by close of business on 24th May 2021 to:
Commissioner of Insurance
& Chief Executive Officer
Insurance
Regulatory Authority
Zep-Re
Place
P.O Box
43505-00100
Nairobi
EMAIL : careers@ira.go.ke
IRA is an Equal
Opportunity Employer and Persons With Disabilities are encouraged to apply.
Note: only shortlisted
candidates will be contacted and canvassing will result in automatic
disqualification.