Position: Customer Care Executive
REPORTING TO: CUSTOMER
CARE MANAGER
Job Description
KUSCCO Mutual Assurance Limited was incorporated in Kenya in January 2019 and is a subsidiary company of KUSCCO Ltd with a vision, to be the leading insurer committed to quality with unwavering client focus.”In order to enhance customer relationship and experience for our clients, the company wishes to recruit an experienced, dynamic and innovative Customer Care Executive.
The position holder will
create and nurture long-term relationships with clients. They will be
responsible for handling customer queries, complaints and providing potential
clients with detailed information on company products.
Responsibilities
- ∙ Attending promptly to all clients and
stakeholders coming to the offices and ensure that they are
treated in a welcoming and friendly manner;
- ∙ Build sustainable relationships and trust
with customers through open and
interactive communication.
- ∙ Assisting in preparation of exhibitions and
other related marketing events; ∙ Provide prompt and accurate
information on organization products to clients
upon request.
- ∙ Record and handle customer complaints in
liaison with the relevant back office, escalate complex
complaints to departmental heads and follow up to ensure
resolution. ∙ Communicate, improve interaction and escalate
factors that impact on customer experience.
- ∙ Manage and maintain customer database, be
able to extract clients’ details from the system and advice
clients appropriately.
- ∙ Conduct periodic customer satisfaction
surveys.
- ∙ Monitor, identify and highlight any gaps
observed in process or service delivery to enhance customer
experience.
- ∙ Gather and provide market intelligence to
the product review committee to facilitate product
enhancement.
Qualifications
- ∙ A Bachelor’s degree in Communication,
Public Relations, Marketing, Business Administration or a
related field.
- ∙ Minimum of three (3) years’ experience in
customer care department within the insurance industry.
- ∙ Experience in managing and optimizing
targeted digital campaigns to enhance customer experience
(Facebook, Instagram, Twitter etc).
- ∙ Proficient in Microsoft office suite.
- ∙ Excellent communication and interpersonal
skills.
- ∙ Ability to multitask in a fast paced
environment.
- ∙ Organization and planning skills; ability
to organize and prioritize.
How to apply
If you believe your
experience, competencies and qualifications match the job and role
specifications described; send your application letter (stating current and
expected pay) & updated CV (with details of at least 3 referees one
of which must be immediate or former supervisor ) addressed to the Chief
Executive Officer to reach us on or before 13th April 2021 by
email to: recruitment@kusccomutual.co.ke