Client Relationship Representative Job in Kenya

Jul 8, 2016

Job Title: Client Relationship Representative
 

Direct Manager: Team Leader
 

Purpose of the Role:
 

As the first line customer liaison, the primary role is to:-
 

a. To increase customer retention through renewals
 

b. To increase the average number of policies per client through cross-selling
 

c. To handle customers enquiries promptly, efficiently and professionally to fulfill the call centre’s expectations and meet the set service and sales target
 

 

Principle Duties and Responsibilities: 

• Contact clients and confirm receipt of renewal notices received before renewal date in line with script 


• Confirm client information and update on Premia. 


• Propose premium financing options to client in line with Company policy for late renewals and recoveries. 


• Cross sell and/or up sell insurance products to clients who have renewed policies in line with cross selling script. 


• Record information on reason for non-renewal or complaints 


• Flag follow ups and book appointments with clients 


• Send product information and/or proposal form to clients via email. 


• Advise clients on premium payment options 


• Send mail shot/email broadcast 


• Perform investigation on general queries, complaints and follow up with other supporting departments 


• Actively participate in process improvement meetings as required 


• Prepare daily end shift reports

Qualifications: A degree from a recognised tertiary institution or diploma from College of Insurance 

Experience: 

• Minimum of six (06) months experience in client relationship/customer service 


• Experience in the insurance industry is Mandatory 


• Certificate of Good Conduct is a prerequisite

Skills and Competencies / Levels

• Fluent in the English Language (must be well spoken) 


• Good IT literacy skills 


• Excellent communication skills - verbal and written 


• Service oriented mindset with a high degree of maturity 


• Ability to remain composed while handling stressful situations 


• Organized and meticulous in carrying out duties 


• Maintains a high level of integrity and observes confidentiality of client data. 


• Team player with pleasant disposition


• Well presented and tactful 


• Numerate and quick thinker 


• Ability to multi-task

Interested and Qualified candidates should send their resumes to hroperations.recruitment@gmail.com clearly indicating the position on the subject line.

All applications should reach us by 15th July 2016.