Customer Experience Officer at - Nairobi, Kenya - Jubilee Insurance

Description

Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937.

Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.

Job Ref


No:
JAML017
Role Purpose
The role holder interacts with all customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience
Main Responsibilities

Operational

Greet and welcome clients visiting the office, providing a warm and friendly environment.
Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.

Interacting with the clients as the first point of contact between the company and the customers at service center.

Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
Identifying and escalating complex customer issues to the appropriate departments for resolution.
Collaborating with team members and other departments to resolve customer problems effectively.
Contributing to team effort by accomplishing related results as needed.
Listen to clients' inquiries, concerns, and requests, and provide accurate and timely responses.
Assist clients with unit trust-related questions, claims inquiries, and general unit trust servicing.
Process unit trust changes, endorsements, and cancellations accurately and efficiently.
Update client information and unit trust details in the database.
Build and maintain strong relationships with clients, fostering trust and loyalty.
Identify and address client needs, offering suitable solutions and assistance.
Follow up with clients to ensure their satisfaction and resolve any outstanding issues.
Maintain accurate and up-to-date client records, ensuring confidentiality and data protection.
Handle client correspondence via email, mail, or other communication channels.
Investigate and resolve client complaints or issues promptly and effectively.
Escalate complex or unresolved issues to the appropriate departments for further action.
Keep detailed records of client interactions, inquiries, and issue resolutions.

Corporate Governance


Compliance:
Stay updated with industry best practices to ensure compliance with industry standards

Adherence to the laws and regulations of Kenya, the policies and regulations within the asset management industry and all internal company policies and procedures.

Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

Culture

Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.

Individualized Development Planning:
Create personalized development plans that align with your career aspirations and the organization's objectives.

Requirements
Key Competencies

Customer service and complaint resolution.
Product and service knowledge.
Database management and record keeping.
Communication and interpersonal skills.
Problem-solving and decision-making.
Analytical skills for data analysis and reporting.
Unit trust interpretation and communication

Qualifications

Bachelor's degree in Business, Marketing or any other related course

Relevant Experience

Minimum 1-2 years' experience in a similar role.
Experience in effectively resolving customer inquiries and complaints.
Familiarity with asset management or financial products and services is advantageous.