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Client Relationship Representative Job in Kenya

Job Vacancy: Client Relationship Representative
Reporting to: Team Leader
Position Summary:
As the first line customer liaison, the primary role is to:

  • To increase customer retention through renewals
  • To increase the average number of policies per client through cross-selling
  • handle customers inquiries promptly, efficiently and professionally to fulfill the call center’s expectations and meet the set service and sales target 
  • Previous experience in the insurance industry is Mandatory
  • Should possess excellent sales skills and ready to work in a sales driven environment
  • Fluent in the English Language (neutral and clear accent)
  • Good knowledge of Kiswahili (where applicable) · Proficient in MS Office Suite – MS Word, MS Excel and MS Outlook · Certificate of Good Conduct is Mandatory
  • A degree from a recognized tertiary institution or diploma from College of Insurance
  • Minimum of 1 year experience in client relationship/customer service
Key competencies and attributes:
  • Fluent in the English Language (must be well spoken)
  • Good IT literacy skills
  • Excellent communication skills - verbal and written
  • Service oriented mindset with a high degree of maturity
  • Ability to remain composed while handling stressful situations
  • Organized and meticulous in carrying out duties
  • Maintains a high level of integrity and observes confidentiality of client data.
  • Team player with pleasant disposition
  • Well presented and tactful
  • Numerate and quick thinker
  • Ability to multi-task
Principle Duties and Responsibilities:
  • Contact clients and confirm receipt of renewal notices received before renewal date in line with script
  • Confirm client information and update on Premia
  • Propose premium financing options to client in line with Company policy for late renewals and recoveries.
  • Cross sell and/or up sell insurance products to clients who have renewed policies in line with cross selling script.
  • Record information on reason for non-renewal or complaints
  • Flag follow ups and book appointments with clients
  • Send product information and/or proposal form to clients via email.
  • Advise clients on premium payment options
  • Send mail shot/email broadcast
  • Perform investigation on general queries, complaints and follow up with other supporting departments
  • Actively participate in process improvement meetings as required
  • Prepare daily end shift reports
Qualified and interested candidates to send their resumes to all applications should reach us by 28th July 2017

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