Customer Excellence Executive Job in Kenya

 Job Title: Customer
Excellence Executive

Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 01/16/2024

Jubilee
Insurance was established in August 1937, as the first locally incorporated
Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its
sphere of influence throughout the region to become the largest Composite
insurer in East Africa, handling Life, Pensions, general and Medical insurance.
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

Operational

Outbound
Campaigns: Undertake outbound campaigns to existing and potential
customers to gather feedback, address concerns and provide pro-active
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, 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 experience.

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 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

Adaptability
Attention
to detail.

Good
Interpersonal relationships

Ability
to multi-task

Proficiency
in optical terminology and eyecare processes.

Proficiency
in dental data analysis and interpretation.

Proficiency
in medical terminology.

Qualifications

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 Recruitment@jubileekenya.com quoting
the Job Reference Number and Position by 21st
January 2024
 Only shortlisted candidates will be
contacted.

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