Non-Voice Customer Service Representative at Jubilee Insurance

Role Purpose

Manage all social media channels to sustain an engaging Client experience and increase audience satisfaction. To receive, analyze and respond to Client Queries and complaints on all the social media

Platforms, including and not limited to Web chats ,WhatSapp, Email, Facebook, Twitter, Instagram and LinkedIn.

Responsibilities for the  Non-Voice Customer Service Job

• Oversees all company’s social media platforms accounts management
• Develops engaging, creative and innovative responses to clients interactions and enlighten audiences
• Co-ordinates social media messaging to resolve client complaints and enquiries within the agreed SLA
• Audits and analyses social media presences, including digital advertising costs and returns
• Analyses social media campaigns with tracking systems to gather visitor data and determine efficacy and areas for social media improvement
• Works with other departments to develop , manage escalations on social media within defined timelines
• Monitors and develops performance reports and maintain a log of client queries and activities
• Good command of written language in English and Kiswahili
• Identify and escalate high level complaints or any issues which may put the business in disrepute/which could result in brand damage
• Develop a friendly rapport with customers in 140 characters or less.

Qualifications for the  Non-Voice Customer Service Job

• Graduate from recognized university
• Excellent exposure to Digital environment
• Proficient in the use of Microsoft Office suite and packages

Key Competencies.

• Customer Service orientation
• Data entry skills
• Listening skills
• Excellent writing skills
• Negotiation skills
• Adaptability
• Effective time management
• Attention to detail and Analytical
• Good Interpersonal relationships
• Ability to Multi-task
• Ability to write, think and work quickly without losing focus
• Passionate in a Client services environnement