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.