MAIN PURPOSE OF JOB:

Confidently and knowledgeably provide the full suite of Carepay customer service offerings (e.g. call inquiries, frontline and backline customer support etc) to all parties contacting Carepay via the customer service hotline, social media and other contact modes.

Providing an efficient and professional service to Carepay customers through prompt, courteous and accurate responses to Customer’s enquiries. Maintaining the existing customer base by building customer loyalty through an effective problem solving and customer care. Maintaining all service standards laid down by Carepay.

DUTIES AND RESPONSIBILITIES:

Call Related Duties/ Customer Service Duties

• Receive all incoming phone calls to the office and transfer them to staff appropriately. Make outgoing callsfor staff when required.
• Call out and update customer on issues that have been escalated promptly and on time.
• Carrying out Net Promoter surveys and providing feedback to stakeholder on a regular basis.
• Handle member education communication for all ad hoc requests and identify schemes that are
• repetitive.
• Respond to customers consistently and confidently by providing accurate information in all areas.
• Enhance service experience in Carepay by exercising professionalism and empathy when dealing with
• each individual customer’s varying needs and demands.
• Provide on call and online support to customers on time and keep all stakeholders updated on the progress.
• Liaise with the platform and operational teams to further resolve escalated issues within the setturnaround times.
• Keep updated on the knowledge base of frequently asked questions and troubleshooting tips document.
• Assist in conducting customer surveys via the various interaction channels.
• Respond to digital media support via various channels.
• Seize opportunities to build customer rapport and product knowledge.
• Any other tasks as assigned by Customer Service Administrator/CEM

EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & KEY SKILLS AND COMPETENCIES:

Key Skills:

• Typing skills (at least 30wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Technical skills (Telephone and Order Booking systems preferable)
• Communication skills – spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Sound customer relationship experience
• Strong understanding of customer service and operations
• Mental Alertness
• Assertiveness
• Previous experience in call centres

Expected requirements:

• University degree / Higher Diploma
• 1 year in Operations or Customer service experience (experience within a customer relations environment)

MAINPURPOSE OF THE INTERNSHIP:

Join us for a 3 months program offering personal and professional growth as you work with experienced team members. We are looking for an enthusiastic and driven Sales Intern to assist our Sales & Marketing Department to promote, pitch and sell healthcare cover value propositions to individuals, small and medium-sized companies.

DUTIES AND RESPONSIBILITIES:

• Sell the portfolio of healthcare covers available with CarePay to individuals, organizations & groups inKenya through Telesales and in person visits if needed.
• Actively and autonomously generate, develop, nurture and convert a large pipeline of leads with individuals & organizations/groups looking for healthcare cover for themselves, family or staffs in Kenya.
• Follow up and renew clients who are already using CarePay’s portfolio of healthcare offerings and for which the specified time window for the offering comes to an end.
• Guided by the Sales Lead apply best practices of businessdevelopment and sales achievements in their role.

‍EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE·

• Bachelor’s Degree in Business Administration, Sales, Marketing or any other related field.
• StrongIT skills (MS Office).
• Strong communicator and possesses keen listening skills.
• Strong ethics and ability to manage confidential data.
• Must have good time management and organizational skills.
• Must have the ability to work as part of a team.
• Ability to be creative and take an “outside the box” approach.
• Ability to show and take initiative with a proactive attitude.
• Ability to work under minimal supervision.
• StrongInterpersonal skills, demonstrating professionalism in all dealings.
• Experience in customer service and client relations management – desired.
• Experience and knowledge of health insurance industry – desired.
• Experience working in a fast-paced environment – desired. 

AVAILABILITY

• The intern should be available for the period of the internship. ​