Britam Jobs Kenya. Customer Relationship

Customer Relationship Assistant Jobs at Britam, Kenya

British-American is a leading financial services group in the region, offering a wide range of insurance and asset management services to individuals, small businesses, corporations and government entities.

As part of our growth strategy and to strengthen the team to achieve its ambitious performance objectives, the company wishes to recruit experienced, dynamic and innovative individuals to fill the following positions

Customer Service Job Purpose

To maximize customer satisfaction and lifetime value of customers through building strong lifelong relationships with our customers across all functions of life insurance. This will be achieved through the following responsibilities:

Nature and Scope

This position reports to the Assistant Supervisor – Communication.

The position is responsible for offering world best standards in handling of customer telephone communications.

The position is also responsible for generating and dispatching bulk communication to customers, handling of digital communication relating to life insurance; responding to all email correspondence among other duties in order to realize customer satisfaction, efficient customer relationship management and loyalty goals.

Key Responsibilities

Rapid response to customer enquiries and maintaining a log

Offer First Call Resolutions (FCR) where customer calls are resolved on the spot upon calling

Escalate customer issues within laid down procedures any calls which cannot achieve a FCR
Calling back customers within predefined timelines upon resolution of their requests or to update resolution progress
Follow up with relevant departments to ensure customer issues are resolved within predefined SLAs
Respond and ensure resolution of customer enquiries on email, telephone, physical letters and digital media within SLAs
Send out bulk communication within agreed timelines including customer educators
Forward any sales opportunities to the sales team
Generate reports on the common causes of customer complaints and feed this feedback in to the various departments to ensure enhanced customer experience.

Perfomamce Standards

Call abandonment rate

First call resolution rate

Effectiveness of sending out bulk tasks measured by SLAs

Accuracy of information shared with /sent to customers Customer retention rate.

Documented relationship management policies and procedures.

Accurate and useful reports, submitted in a timely fashion regarding call categories

Level of Implementation of effective KYC initiatives

Speed of response to customer issues on phone, email and digital platforms

Number of repeat callers

Key Relations & Interfaces

Claims Department

Policy administration

Underwriting Department

ICT department

Branch operations

Finance department

Actuarial department

Marketing and corporate affairs

The call centre(s)

Human Resources
Qualifications, Knowledge & Experience for Customer Relationship Jobs in Kenya


Minimum University Education.

Excellent interpersonal skills.

Ability to work in a demanding environment

Analytical skills

Decisive

People skills

Excellent communication skills

Computer Skills.

Please LOG ON HERE  to SUBMIT your application

Closing Date:
Friday, June 19, 2015

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