Customer Experience Executive, Contact Centre at Prudential Life Assurance Kenya

Principal Accountabilities

• Always provide convenience to the customer by going out of the way to take service closer to the customer; ensuring that customers do not face any barriers to service, taking on and owning customers issues while seeking satisfactory solutions on customers’ behalf.
• Promptly receive, acknowledge, and action customer engagements through email, call, text, or social media and ensure seamless interaction with the business.
• Review and refer unresolved customer issues to the responsible departments while tracking resolution and feedback to customers.
• Document all customer engagements and complaints, responses and solutions applied and analyze these engagements to derive trends and create reports that inform customer areas of satisfaction and friction, inform product/service design, and provide voice of customer in decision-making.
• Use identified customer engagement trends to raise and pre-emptively resolve issues frequently raised by customers.
• Explore opportunities to collect and update customer contact information, collect any premium in arrears, and notify customers of benefits due. 

Qualifications

• Bachelor’s degree in business-related or analytics field.
• 2+ years’ experience within the industry with specific exposure to retail life operations.
• Progress in professional insurance qualifications – CII/AIIK/LOMA is an added advantage.