Job Title: Customer Service Officer
Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Date Posted: 05/08/2024
Job Ref. No: JAML020
Role Purpose
The role
holder will interact with customers to provide them with information to address
inquiries regarding products and services. In addition, they deal with and help
resolve any customer complaints and implement initiatives to improve customer
satisfaction levels and loyalty, while ensuring that the customers receive
world class customer service experience.
Main
Responsibilities
Operational
- Greet
and welcome clients visiting the office, providing a warm and friendly
environment.
- Ensuring
customer inquiries and complaints are promptly and effectively resolved
within the required turnaround time.
- Interacting
with the clients as the first point of contact between the company and the
customers at service center.
- Selling
additional products by recognizing opportunities to cross-sell or up-sell
new benefits.
- Identifying
and escalating complex customer issues to the appropriate departments for
resolution.
- Collaborating
with team members and other departments to resolve customer problems
effectively.
- Contributing
to team effort by accomplishing related results as needed.
- Listen
to clients’ inquiries, concerns, and requests, and provide accurate and
timely responses.
- Assist
clients with unit trust-related questions, claims inquiries, and general
unit trust servicing.
- Process
unit trust changes, endorsements, and cancellations accurately and
efficiently.
- Update
client information and unit trust details in the database.
- Build
and maintain strong relationships with clients, fostering trust and
loyalty.
- Identify
and address client needs, offering suitable solutions and assistance.
- Follow
up with clients to ensure their satisfaction and resolve any outstanding
issues.
- Maintain
accurate and up-to-date client records, ensuring confidentiality and data
protection.
- Handle
client correspondence via email, mail, or other communication channels.
- Investigate
and resolve client complaints or issues promptly and effectively.
- Escalate
complex or unresolved issues to the appropriate departments for further
action.
- Keep
detailed records of client interactions, inquiries, and issue resolutions.
Culture
- Compliance:
Stay updated with industry best practices to ensure compliance with
industry standards
- Adherence
to the laws and regulations of Kenya, the policies and regulations within
the asset management industry and all internal company policies and
procedures.
- Ensuring
compliance with applicable statutory and regulatory requirements and
establishing mitigation measures against emerging business risks.
Culture
- Fostering
a corporate culture that promotes ethical practices and good corporate
citizenship while maintaining a conducive work environment.
- Collaborate
with cross-functional teams to develop initiatives that promote a positive
and inclusive company culture.
- Individualized
Development Planning: Create personalized development plans that align
with your career aspirations and the organization’s objectives.
Key
Competencies
- Customer
Service: Ability to provide excellent service and resolve customer
inquiries and complaints.
- Communication:
Strong verbal and written communication skills to interact with customers
and agents effectively.
- Problem-solving:
Aptitude for identifying and resolving customer issues by providing
suitable solutions.
- Active
Listening: Ability to listen attentively to customers and understand their
needs.
- Adaptability:
Flexibility to handle various customer situations and adapt to changing
priorities.
- Attention
to Detail: Thoroughness in maintaining accurate customer records and
analysing information.
- Teamwork:
Collaborative mindset to work effectively with colleagues and support team
objectives.
- Empathy:
Ability to understand and empathize with customers’ concerns and provide
appropriate support.
Qualifications
- Bachelor’s
degree in Business, Marketing or any other related course
Relevant
Experience
- Minimum
1-2 years’ experience in a similar role.
- Experience
in effectively resolving customer inquiries and complaints.
- Familiarity
with asset management or financial products and services is advantageous
How To
Apply
If you
are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com
quoting the Job Reference Number and position by 12th
May 2024