Customer Excellence Executive Job in Kenya

Customer Excellence Executive

We currently have an exciting
career opportunity for a Customer
Excellence Executive within Jubilee Health Insurance Limited. The
position holder will report to the Assistant Manager – Service Excellence and
will be based at our Head Office in Nairobi.

Role Purpose

The job holder will be responsible
for attending to intermediary, customer, and providers queries by determining
their requirements, answering these inquiries, resolving problems, and
fulfilling customer’s requests. The holder will be required to ensure
excellence in all customer interaction and offer memorable experiences.

Main Responsibilities

·        
Delivery
exceptional customer experience in all interactions on call and email by
maintaining highest level of professionalism.

·        
Support
customers, providers, and intermediaries (agents and brokers) on all queries
raised on call and email.

·        
Issuing
preauthorization approvals for both out and in patient cases.

·        
Keep a
clear complaint tracker and ensure timely resolution of all complaints and
escalations.

·        
Respond
to potential/existing customer and intermediaries’ inquiries by providing
and/or clarifying with the desired information.

·        
Inform
clients and intermediaries by explaining procedures and answering questions
through inbound calls.

·        
Resolves
complaints by clarifying issues and exploring answers and alternative
solutions, implementing solutions, and escalating unresolved complaints.

·        
Complaints
management by proper escalation of all queries through the CRM system

·        
Ensure
strict process compliance in line with the business lines objective.

·        
Selling
additional products by recognizing opportunities to cross-sell or up-sell new
benefits.

·        
Maintain
and improve quality results by adhering to standards and guidelines,
recommending improved procedures.

·        
Generate
reports on the various engagements and feedback collected.

·        
Support
other Voice of the Customer campaigns when needed.

Key Competencies

·        
Phone
Skills, Empathy, Listening Skills, and Good Interpersonal relationships.

·        
Verbal
communication, Adaptability, attention to detail and ability to multitask.

Qualifications

·        
A
bachelor’s degree in a Business-related course.

·        
Medical
professionals have an added advantage.

Relevant
Experience

Minimum of 1 year experience
in a Call Centre environment.

How
To Apply

If you are qualified and
seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting
the Job Reference Number and Position by 1st May 2023

Only shortlisted candidates
will be contacted.