Customer Experience Associate Job in Kenya

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Customer Experience Associate Job in Kenya

Kenya Orient Insurance Limited

Job Title: Customer Experience Associate

Reports To: Assistant Manager – Customer Experience

Job Purpose: This position will be responsible for promptly handling customers’ enquiries, analyzing and determining the service level and ensuring customer satisfaction.

Key Tasks, Duties and Responsibilities

·  Analyze and ensure customer enquiries are handled professionally and resolved within the agreed TAT to promote customer retention.

·  Ensure all customer enquiries, concerns and complaints are followed up within the stipulated time frame.

·  Assist in measuring customer satisfaction on an ongoing basis by conducting customer surveys and following up on customer feedback via the issues & recommendations tracker.

·  Maintain high professional standards and strive to provide quality services to clients.


·  Building and maintaining relationships with a range of stakeholders, including the ability to understand different stakeholder’s motivations and the ability to influence and persuade.

·  Support the claims manager in the implementation of customer service policies, procedures and standards by interpreting and communicating procedures to staff at all levels.

·  Place outbound follow-up calls to customers to sign up or renew their policies, claims acknowledgement and follow-up calls to service.

·  Assisting in designing and monitoring creative and effective customer service campaigns to improve service levels and staff awareness.

·  Liaise between the contact center and the unit on daily operations to track and report on company’s performance in delivering the defined customer experience.

·  Maintaining and updating customer service internal feedback mechanism.

Requirements

·  A Bachelor’s degree in a business related field from a recognized university.

·  2 years relevant experience in customer service.

How to Apply:

If you are interested in the position and have the required qualifications, skills and experience, kindly CLICK HERE and apply on or before Monday, January 9, 2023.

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