Insurance Company Customer Service Manager Job in Kenya

Summary: Our client is a leading Insurance Company with a strong presence across Kenya and offers a wide range of products to cater for retail and SME’s and large corporate clients. Owing to continuous growth in customer numbers, asset base and size of operations, our client is looking to hire a Customer Service Manager

Job Purpose: Reporting to the Head of Business Development and Marketing, you will be responsible for developing strategies to ensure that the company consistently offers high quality service to its customers effectively and in a timely manner and redresses service that falls below expectations.

In particular, you will be expected to;

Manage the Customer Service team through continuous training and development programs and performance managementManage the Customer Service Budget to ensure cost effectiveness in service delivery through regular budget reviews.Ensure proactive service delivery and expediently resolve brokers/agents  issues and build strong relationships.Design tools for monitoring, recording and assessing customer service standardsMonitoring company performance against these standards, investigating instances of off standard performance and making sure that these are remedied promptlyConduct customer satisfaction surveys among brokers and agents periodically and using outcomes to propose improvements in company products and service standardsMeet with key customers to resolve service issues in a prompt mannerTrain customer facing staff on customer service and incident handling.Monitor company-wide brand performance and compile reports for management and the Board to facilitate decision making.A Degree in Marketing or any other relevant field and professional certification in Marketing/Customer ServiceAt least 5 years customer service experience preferably within Financial Services or service Industry. Experience in managing a call centre is an added advantage. Good communication and interpersonal skills with the ability to interact well at different levels of management.Strong customer service orientation and ability to establish and maintain good working relationship with customers, Ability to multi-task in dealing with several different problems at a timeSend your application including a cover letter demonstrating why you are the best suited candidate for this role, a detailed CV highlighting relevant experience, details of current and expected salary, a daytime phone contact, email address, and the names of three professional referees by close of business Friday 23rd May 2014.
Adept Systems
Management Consultants
P O Box 6416, 
Email: recruit@adeptsystems.co.ke

Only short listed candidates will be contacted. 

Please note that we do not charge fees for receiving or processing job applications.