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  • Posted: Oct 3, 2019
    Deadline: Oct 9, 2019
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    Resolution Insurance Company Ltd is a general insurer offering innovative and responsive insurance solutions. We have learned to adapt in this constantly changing society, and develop comprehensive products that are relevant to our clients. We currently have over 60,000 members in our fold and have partnered with over 500 medical service providers across E...
    Read more about this company

     

    Customer Experience Team Leader

    Job Description

    The Team Leader – Branch Customer Experience is responsible and accountable for promoting service quality and seamless service delivery to internal and external customers.

    Responsibilities

    •  Drive positive Customer Experience performance such as Customer Satisfaction Index and
      NPS for the Branch.
    • Primary service quality contact for customer relationships post-sales and post-incident.
    • Propose and promote internal and external Customer Experience initiatives within the
      Branch.
    •  Drive and influence effective branch customer complaints management including,
      escalation.
    • Reputational risk detection, management and reporting.
    •  Ensure awareness and adherence to applicable SLAs.
    •  Inspire and influence the desired Culture Values and practices across the Branch.
    • Provide regular reports for Customer Experience monitoring and analysis.

    Qualifications

    • Bachelor’s degree in Business or related field
    • Minimum 3 years’ work experience in Customer Experience
    • Proficient in MS Office suite applications
    • Familiar with CRM systems and practices is an added advantage
    • Problem-solving skills
    • Able to relate well to people at all levels
    • Attention to detail
    • High sense of responsibility
    • Proven customer support experience
    • Strong phone contact handling skills and active listening
    • Customer orientation
    • Excellent communication and presentation skills
    • Ability to multitask, prioritize and manage time effectively

    Method of Application

    Interested and qualified? Go to Resolution Insurance on reshrapp.resolution.co.ke to apply

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