Open Opportunities at Minet Kenya

The Customer Experience Executive will be responsible for fostering and maintaining strong relationships with clients and other stakeholders through proactive engagement, seamless scheme administration, and effective communication. The role aims to ensure excellent service delivery and enhance client satisfaction.

Duties and Responsiblities

• Handle member inquiries across all channels in line with company turnaround times and established standard operating procedures.
• Manage all incoming and outgoing correspondence within the division.
• Assist in member registration and work collaboratively to deliver fast effective support.
• Foster and sustain strong strategic relationships with key stakeholders.
• Accurately log and report client feedback through the designated ticketing tool.
• Accurately capture minutes during departmental meetings and ensure prompt submission.
• Perform any other duties as assigned by the supervisor.

Key Result Areas

• Maintain positive customer service feedback and excellent rating scores.
• Impactful and effective client engagement initiatives.
• Enhanced customer satisfaction through the reduction of service-related complaints.
• Demonstrated ability to drive and sustain a high customer retention rate.
• In depth and prompt customer service reporting.

Key Competencies

• Strong relationship management skills.
• Excellent interpersonal and communication skills (both oral and written).
• Proficiency in report writing.
• Strong knowledge of Microsoft Office applications (Word, Excel, PowerPoint).
• Effective client relations and conflict resolution skills.

Knowledge And Skills Required

• Strong people management and interpersonal skills.
• Excellent planning and organizational abilities.
• Analytical and problem-solving skills.
• Strong knowledge and skills set in maintaining quality assurance standards
• Strong negotiation skills.
• Two (2) years’ work experience in a similar role.

Professional and Academic Qualifications

• A Bachelor’s degree in either of the following: Business Administration, Marketing, Communications, Hospitality Management, Public Relations or Psychology.
• A certification in Customer Experience is an added advantage.

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• The job provides Risk Consulting Services with emphasis on health & safety and related Workplace Compliance requirements in compliance with OSH Act and Environmental Management & Coordination Act and their relevant subsidiary legislations. The job has revenue targets as set out in the divisional quarterly & annual budgets.

Duties and Responsiblities

• Operational Roles and Responsibilities
• Support in offering risk management solutions which involve risk identification, analysis, evaluation and treatment/control of risks to clients.
• Carry out workplace legal compliance audits for divisional revenue targets and/ or broking client value-add.
• Carry out various client training including Health & Safety Committees, Fire Safety, Risk Management and other OSH related training courses as may be guided from time to time.
• Be a core participant in raising revenue for the division to meet quarterly and annual budgets.
• Prepare tenders for:
• Workplace Compliance Audits
• Assisting on Technical Issues on Broking Tenders
• Carry out product research and development for the division.
• The Secretary to the Health & Safety Committee.
• Carry out product research and development for the division.
• Any other duties as may be assigned by the supervisor.
• Key Result Areas
• The accountability areas are as follows;
• Quality service.
• Client satisfaction.
• Revenue Generation and budget target.

Key Competencies

• Minimum of 4 years of relevant experience in Environment, Health & Safety Field.
• Ability to meet strict statutory deadlines for audits and reporting requirements.

Organizational skills.

• Excellent interpersonal and communication skills.
• Deep analytical skills.
• Good sales / marketing skills.
• Flexibility and adaptability.
• Proficiency with relevant office computer applications to maintain databases and record data.
• Customer centric.
• Team player.

Knowledge And Skills Required

Professional and Academic Qualifications

• The job holder must possess the following qualifications:
• A bachelor’s degree in engineering or science in relevant field.
• A bachelor's degree in OSH, post graduate OSH qualifications or a diploma in NEBOSH.
• Must be an approved person in at least two categories under The Directorate of Occupational Safety & Health Services (DOSHS).
• Must be a NEMA registered Associate Expert. Being a Lead NEMA Auditor will be an added advantage.