Customer Excellence Executive Job in Kenya

Job Ref. No: JHIL105

Role Purpose

The Customer Excellence
Executive is responsible for driving customer-centric strategies and
initiatives to enhance the overall customer experience and satisfaction within
JHIL. This role focuses on delivering exceptional service, optimizing
processes, and fostering a customer-centric culture to ensure policyholders’
needs are met and exceeded.

Main Responsibilities


Outbound Campaigns:
Undertake outbound campaigns to existing and potential customers to gather
feedback, address concerns, and provide proactive assistance.

Customer Interaction:
Handle customer inquiries, concerns, and issues through various communication
channels, ensuring prompt and effective resolution.

Service Quality: Maintain
high standards of service quality, adhering to established protocols,
guidelines, and customer service standards.

Data Management-
Accurately document customer interactions, feedback, and relevant information
in the CRM System, and provide insights and feedback to contribute to the
continuous improvement of customer experience processes.

Customer Feedback
Analysis: Analyze customer feedback, complaints, and surveys to identify
trends, areas for improvement, and opportunities to enhance the customer

Service Metrics Tracking:
Monitor and track key performance indicators (KPIs) such as response times,
customer satisfaction scores, and resolution rates.

Issue Resolution: Work to
resolve escalated customer issues, collaborating with relevant teams to ensure
timely and satisfactory outcomes.

Service Improvement
Initiatives: Collaborate with cross-functional teams to develop and execute
initiatives aimed at enhancing the overall customer experience.

Customer Communication:
Communicate with customers to provide updates, information, and assistance
related to their insurance coverage and inquiries.

Stakeholder Collaboration:
Collaborate with internal teams, such as claims, underwriting, and provider
relations, to ensure coordinated efforts in customer service.

Service Recovery:
Implement strategies for service recovery in cases of customer dissatisfaction,
aiming to rebuild trust and retain customers.

Technology Utilization:
Utilize customer service technology tools to efficiently manage interactions,
track cases, and provide support.

Service Reporting: Prepare
reports on customer service performance, trends, and improvement initiatives
for management and stakeholders.

Product/ service
Knowledge: Stay informed about the company’s products, services, and policies
to effectively communicate information to customers. Continuously update the
knowledge base with the latest information to better assist customers.

Continuous Learning:
Suggest innovative ideas and approaches to enhance the customer experience and
streamline processes.

Key Competencies

Empathy skills

Listening skills

Verbal communication


Attention to detail.

Good Interpersonal

Ability to multi-task

Proficiency in optical
terminology and eyecare processes.

Proficiency in dental data
analysis and interpretation.

Proficiency in medical


Bachelor’s degree in business
administration, Healthcare Management, or a related field.

Relevant certifications in
customer service or customer experience are advantageous.

Medical professionals have
an added advantage.

 Relevant Experience

Minimum of 3 years
experience in a Call Centre environment. 

How To Apply

If you are qualified and
seeking an exciting new challenge, please apply via quoting the Job
Reference Number and Position by 
21st January 2024 Only shortlisted
candidates will be contacted.

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