Customer Relations Officer at Insurance Regulatory Authority (IRA)

DIVISION/SECTION Consumer Protection
GRADE/LEVEL IRA 6
IMMEDIATE SUPERVISOR
Manager, Consumer Protection

PURPOSE OF THE JOB (JOB SUMMARY)

Responsible for coordinating customer service activities and ensuring provision of quality customer service so as to attain high levels of customer satisfaction through enhanced service delivery

PRINCIPAL RESPONSIBILITIES

Key Responsibilities Main task

1. Customer Relations Initiate desired changes to improve customer service
2. Monitor social media for complaints and issues raised against the Authority
3. Receive and register complaints received against the Authority
4. Initiate and follow up on the timely resolution of public complaints made against the Authority
5. Coordinate and facilitate settlement of customer/stakeholders queries and inquiries and facilitating the flow of information between the Authority and its customers/stakeholders
6. Assist in developing positive partnerships and relationships with customers and stakeholders

Key Responsibilities Main task

1. Administer regular questionnaires to customers and analysing responses
2. Prepare regular and timely reports on customer service issues and developments

REQUIRED QUALIFICATIONS

Education and knowledge

1. Bachelor’s degree in a business, social sciences or related field;
2. Certificate in customer relations/public relations or related field;
3. KCSE minimum grade C+
4. Proficiency in ICT

Experience

1. Five (5) years’ experience in a similar position;
2. Specialist knowledge and experience in consumer relations management; and
3. Knowledge of insurance

Skills

• Negotiation and analytical skills;
• Communication and reporting skills; and
• Organization and inter personal skills

Competences

1. Professionalism;
2. Ethical and integrity;
3. Team player; and
4. Ability to work under pressure, prioritize and multi task