Summary
Date Posted: Wednesday, June 08, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Relations Officer
REF: CRO/04

Job Purpose
The job holder is responsible for implementing strategies aimed at enhancing and maintaining service delivery and customer experience for increased customer satisfaction and establishment of a positive reputation and corporate image.

Job Specifications
The duties and responsibilities entail:
• Implement activities articulated in the customer relations strategies for enhanced customer experience, value addition, customer satisfaction and support the realization of strategic objectives.
• Receive, register and maintain a database of all complaints lodged at the Authority.
• Investigate, resolve or escalate (where necessary) and provide feedback to customers as appropriate.
• Prepare monthly customer relations report.
• Maintain customer relationships to build a reputation for excellent service
• Monitor social media for complaints and issues raised against the Authority and provide/coordinate the provision of responses
• (Initiate and follow up on the timely resolution of public complaints made against the Authority.
• Implement the customer satisfaction survey recommendations to address service gaps identified during annual surveys
• Prepare quarterly implementation reports
• Implement innovative customer service initiatives to keep abreast with emerging customer needs and expectations.
• Implement the customer relations management systems using CRM programs to enhance customer service and experience across all departments

Persons Specifications
• Bachelors degree in Mass Communication, Communication Studies, Journalism, Public Relations or any other approved equivalent qualifications from a recognized University/Institution;
• Be a member of a relevant professional body
• Certificate in Computer proficiency
• Meet the provision of Chapter Six of the Constitution of Kenya

Competencies and skills
• Excellent oral and written communication skills
• Strong communication and presentation skills
• Good analytical skills
• Problem solving
• Professionalism

Job Experience: No Requirements

Work Hours: 8

Job application procedure
• Suitably qualified and experienced individuals should submit applications enclosing a detailed curriculum vitae (CV), copies of relevant academic and professional certificates/testimonials and a copy of National Identity Card.
• The CV must at the minimum provide details of the applicant’s email address, day-time mobile telephone numbers, details of current employer, current remuneration and names and contacts of three (3) referees familiar with the applicant’s professional background and experience.
• Applications, addressed to the undersigned, may be delivered at the Insurance Regulatory Authority (Registry Section) at Zep-Re Place, 2nd Floor, Longonot Road, Upper Hill. Please note that these should be sealed, marked “Confidential” and indicate the job reference (e.g “REF:SO/01” for Supervision Officer). Alternatively, they may be sent by post or email to:
Commissioner of Insurance & Chief Executive Officer
Insurance Regulatory Authority
Zep-Re Place
P.O Box 43505-00100
Nairobi
EMAIL : careers@ira.go.ke 
Applications must be received by close of business on 21st June 2022.
Compliance Requirement:
In accordance with The Employment (Amendment) Act, 2022, the Authority will require candidates it wishes to enter into a written contract of service with to comply with Chapter Six of the Constitution by submitting mandatory compliance and clearance certificates from the relevant entities

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