Customer Experience Officer Job in Kenya

 Job Title: Customer
Experience Officer

Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 02/06/2024

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: JAML017

Role
Purpose


The role
holder interacts with all 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 that the customers receive
world class customer service experience

Main
Responsibilities

Operational

Greet and
welcome clients visiting the office, providing a warm and friendly environment.

Ensuring
customer inquiries and complaints are promptly and effectively resolved within
the required turnaround time.

Interacting
with the clients as the first point of contact between the company and the
customers at service center.

Selling
additional products by recognizing opportunities to cross-sell or up-sell new
benefits.

Identifying
and escalating complex customer issues to the appropriate departments for
resolution.

Collaborating
with team members and other departments to resolve customer problems
effectively.

Contributing
to team effort by accomplishing related results as needed.

Listen to
clients’ inquiries, concerns, and requests, and provide accurate and timely
responses.

Assist
clients with unit trust-related questions, claims inquiries, and general unit
trust servicing.

Process
unit trust changes, endorsements, and cancellations accurately and efficiently.

Update
client information and unit trust details in the database.

Build and
maintain strong relationships with clients, fostering trust and loyalty.

Identify
and address client needs, offering suitable solutions and assistance.

Follow up
with clients to ensure their satisfaction and resolve any outstanding issues.

Maintain
accurate and up-to-date client records, ensuring confidentiality and data
protection.

Handle
client correspondence via email, mail, or other communication channels.

Investigate
and resolve client complaints or issues promptly and effectively.

Escalate
complex or unresolved issues to the appropriate departments for further action.

Keep
detailed records of client interactions, inquiries, and issue resolutions.

Corporate
Governance

Compliance:
Stay updated with industry best practices to ensure compliance with industry
standards

Adherence
to the laws and regulations of Kenya, the policies and regulations within the
asset management industry and all internal company policies and procedures.

Ensuring
compliance with applicable statutory and regulatory requirements and
establishing mitigation measures against emerging business risks.

Culture

Fostering
a corporate culture that promotes ethical practices and good corporate
citizenship while maintaining a conducive work environment.

Collaborate
with cross-functional teams to develop initiatives that promote a positive and
inclusive company culture.

Individualized
Development Planning: Create personalized development plans that align with
your career aspirations and the organization’s objectives.

Key
Competencies

Customer
service and complaint resolution.

Product
and service knowledge.

Database
management and record keeping.

Communication
and interpersonal skills.

Problem-solving
and decision-making.

Analytical
skills for data analysis and reporting.

Unit
trust interpretation and communication

Qualifications

Bachelor’s
degree in Business, Marketing or any other related course

Relevant
Experience

Minimum
1-2 years’ experience in a similar role.

Experience
in effectively resolving customer inquiries and complaints.

Familiarity
with asset management or financial products and services is advantageous.

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 12th February
2024. Only shortlisted candidates will be contacted.

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