Job Openings at Jubilee Insurance

We currently have an exciting career opportunity for Customer Service Officer within Jubilee Life Insurance
Limited. The position holder will report to the Team Leader – Quality Assurance & Contact Centre and will be
based at Head Office in Nairobi.

Role Purpose

The role holder interacts with Jubilee customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring the customers receive world class customer service experience.

Main Responsibilities

1. Ensure customer inquiries and complaints are promptly and effectively resolved within the required timelines.
2. Interact with the clients as the first point of contact between the company and the customers.
3. Providing other product or service information to customers.
4. Maintain customer records by updating account information.
5. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
6. Implement strategic initiatives to improve customer satisfaction levels and loyalty
7. Send regular updates to customers (arrear notices, lapse notices, renewals, policy statements etc.) and suggesways    of improving communication to customers.
8. Contribute to team effort by accomplishing related results as needed.
9. Prepare product or service reports by collecting and analyzing customer information.
10. Analyze customer’s complaints and recommend solutions.
11. Communicate changes or adjustment in policies to clients.
12. Maintain strong relationship with customers.

Key Competencies

1. Visionary Leadership
2. Entrepreneur Spirit
3. Market Awareness
4. Good Negotiation Skills
5. Continuous Innovation
6. Ownership & Commitment
7. Team Spirit

Qualifications

1. Bachelor’s degree in Insurance, Marketing, or any other related field.
2. Progress in CII/IIK.
3. Proficient use of Excel.

Relevant Experience

1. A minimum of 3 years’ experience in a similar role

go to method of application »

We currently have an exciting career opportunity for E-Shop Operator. The position holder will report to the General Manager – Retail Life & Pensions and will be based at Head Office in Nairobi.

Main Responsibilities

1. Receiving and checking all merchandise received
2. Dispatching of all merchandise
3. Assisting with loading of merchandise to the Courier
4. Ensuring correct sorting of shipments for onward destinations
5. Checking for damaged shipments and reporting any discrepancies to the Appropriate Person
6. Ensuring correct documentation of shipments
7. Must be flexible to cover shifts during high volumes, e.g., Peak & Festive periods
8. Meeting operational requirements, demonstrating a high level of flexibility, initiative and multi functionality.
9. Carrying out manual handling tasks.
10. Accounting for logistical tasks.
11. Reporting all unsafe conditions, damage and near misses.
12. Achieves Key Performance Indicators (KPIs) and ensure compliance with Standard Operating Procedures (SOP’s) on a daily basis
13. In collaboration with Courier provider, ensure on time delivery to achieve ultimate customer satisfaction
14. In collaboration with Courier provider, ensure solving customers issues and responds to any inquiry on time

Key Deliverables

1. Tech-savvy with experience in online order management
2. Excellent accuracy and attention to detail
3. Self-motivated with good communication skills and the ability to work as part of a team and be accountable for tasks and actions
4. Proficient in using internal systems
5. Deadline focused
6. Must be flexible to cover shifts during high volumes, e.g. Peak & Christmas
7. Must meet operational requirements, demonstrating a high level of flexibility, initiative and multi functionality
8. Must achieve Key Performance Indicators (KPIs) and ensures compliance with Standard Operating Procedures (SOP’s) on a daily basis

Academic Qualifications

Bachelor’s Degree in a related field.

Experience

1 year experience