Assistant Manager – Customer Experience at GA Insurance

GA Insurance Limited is one of the oldest insurance companies operating in Kenya underwriting all classes of general and medical insurance. The company has its parentage from General Accident UK and has been operating in East Africa for over 60 years. It was incorporated as a Kenyan Insurance Company in 1979. The company over a period of time has earned its standing as one of the most reputable insurance companies in Kenya.

Reports To:   GM – Marketing & Corporate Affairs

Job Summary:

The overall Purpose of the position is to maintain customer satisfaction for both internal and external customers of the Company, by providing problem-solving  resources, managing staff and ensuring the smooth running of the Customer Experience Unit.

Duties and Responsibilities:

• Developing, documenting, implementing and improving the Customer Service Charter/SOP


• Monitoring and measuring the Customer Experience in line with the Service Charter and Standards


• Defining the KPIs for the Customer Service Team and close monitoring of their operations


• Arranging timely training of the Customer Service Team on products, process, system, Customer Service


• Orientation and more as and when required by the team


• Ensure all issues are tracked correctly and on time escalation is done wherever required


• Ensuring follow-through of the resolution of customer issues post-escalation


• Sharing daily reports related to the Customer Service function including the


• Escalations to respective stakeholders within the Organization


• Monitoring and reviewing the performance of the Customer Service Team


• Managing the organization’s service recovery policy/ initiatives


• Coordinating with the cross-functional team


• Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.


• Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.


• Specification of the customer relations manual functionalities and management of the same


• Preparing management reports relating to the Customer.


• Implement and Manage the Call Center for queries and information.


• Follow up on online quotations/ Queries to be responded on time from various departments.

Audit and Compliance:

• To ensure follow through of policies and procedures as set out

Job Holders Specifications:

Education / Qualifications:

• University degree

Experience:

• 5- 8 years’ experience

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