Customer Experience Associate at Kenya Orient Insurance Limited

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