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.
