Summary
Date Posted: Friday, August 26, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Service Officer (Contract)
We currently have an exciting career opportunity for Customer Service Officer within Jubilee Life Insurance
Limited. The position holder will report to the Team Leader – Quality Assurance & Contact Centre and will be
based at Head Office in Nairobi.

Role Purpose
The role holder interacts with Jubilee 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 the customers receive world class customer service experience.

Main Responsibilities
1. Ensure customer inquiries and complaints are promptly and effectively resolved within the required timelines.
2. Interact with the clients as the first point of contact between the company and the customers.
3. Providing other product or service information to customers.
4. Maintain customer records by updating account information.
5. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
6. Implement strategic initiatives to improve customer satisfaction levels and loyalty
7. Send regular updates to customers (arrear notices, lapse notices, renewals, policy statements etc.) and suggesways of improving communication to customers.
8. Contribute to team effort by accomplishing related results as needed.
9. Prepare product or service reports by collecting and analyzing customer information.
10. Analyze customer’s complaints and recommend solutions.
11. Communicate changes or adjustment in policies to clients.
12. Maintain strong relationship with customers.

Key Competencies
1. Visionary Leadership
2. Entrepreneur Spirit
3. Market Awareness
4. Good Negotiation Skills
5. Continuous Innovation
6. Ownership & Commitment
7. Team Spirit

Qualifications
1. Bachelor’s degree in Insurance, Marketing, or any other related field.
2. Progress in CII/IIK.
3. Proficient use of Excel.

Relevant Experience
1. A minimum of 3 years’ experience in a similar role

Work Hours: 8

Experience in Months: 36

Job application procedure
If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com  quoting the Job Reference Number and Position by 28th August 2022.
Only shortlisted candidates will be contacted

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