Customer Experience Associate at Kenya Orient Insurance Limited

The company was incorporated in 1982 by the Al Fateem Group of Dubai and was later acquired by Kenyans in 1988. Kenya Orient Insurance was then formed in 2004 after a transfer of ownership from the previous proprietors to its current owners. We have since enjoyed steady growth as a company and are fast becoming a force to reckon with in the industry.

JOB PURPOSE:

This position will be responsible for promptly handling customers’ enquiries, analyzing and determining the service level and ensuring customer satisfaction.

KEY TASKS, DUTIES AND RESPONSIBILITIES

• Analyze and ensure customer enquiries are handled professionally and resolved within the agreed TAT to promote customer retention.


• Ensure all customer enquiries, concerns and complaints are followed up within the stipulated time frame.


• Assist in measuring customer satisfaction on an ongoing basis by conducting customer surveys and following up on customer feedback via the issues & recommendations tracker.


• Maintain high professional standards and strive to provide quality services to clients.


• Building and maintaining relationships with a range of stakeholders, including the ability to understand different stakeholder’s motivations and the ability to influence and persuade.


• Support the claims manager in the implementation of customer service policies, procedures and standards by interpreting and communicating procedures to staff at all levels.


• Place outbound follow-up calls to customers to sign up or renew their policies, claims acknowledgement and follow-up calls to service.


• Assisting in designing and monitoring creative and effective customer service campaigns to improve service levels and staff awareness.


• Liaise between the contact center and the unit on daily operations to track and report on company’s performance in delivering the defined customer experience.


• Maintaining and updating customer service internal feedback mechanism.

REQUIREMENTS

• A Bachelor’s degree in a business related field from a recognized university.


• 2 years relevant experience in customer service

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