Job purpose
• Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.Key Responsibilities
• Implement the customer experience strategy and ensure high standards of Customer Service are maintained at the branch level in the respective branch
• Investigate and respond to all customer enquiries promptly at the branch level
• Escalate complex queries to the appropriate functional area
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
• Carry out customer, FA and product related document processing including scanning and indexing documents in the Document Management System
• Process pension queries and generate member statements on request
• Premium receipting and posting/allocating to the Line of Business systems and preparing daily premium reports
• Initiate processing of AMC business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches
• Maintain an accurate record of all customer interactions in CRM through walking clients, phone calls, letters, FAs, emails and other customer interactions
• Preparation of the branch operations reports
• Maintain a neat and accurate petty cash record book and ensure petty cash float levels are kept
• Hold brief in the event the underwriting associate is absent by performing that role/tasks
• Perform any other duties as may be assigned from time to time.
• Drive customer self-service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
• Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.
Key Performance Measures
As described in your Personal Score Card.
Knowledge, experience and qualifications required
• Bachelor’s degree in a business related field
• At least 2- 4 years’ experience in a similar position.
Technical/ Functional competencies
• Customer service skills
• Decision making –ability to make strategic decisions in a timely and effective manner
• High moral and ethical standing
• Highly motivated.
Deadline of this Job: 21 August 2022
Job Purpose StatementThe Customer Experience Design Lead is responsible for our customer’s end-to-end and future-state journey. CX Design Lead is a collaborator and cultivator who works with partners across the organization and stewards our experience vision in a way that harmonizes the delivery of our collective experience efforts. This includes efforts to close competitive gaps and leapfrog in the marketplace. Additionally, the CX Design Lead ensures all teams are aligned with the CX journey vision for projects and efforts they are accountable for.
Ideal Job Specifications
Academic:
• University degree Upper 2nd Class Honors or 3.0 GPA
Professional:
• Proficient in use of relevant MS Office applications and statistical packages.
• Certification in Quality Assurance an added advantage
• Certification as a research analyst
• Quality Assurance experience an added advantage
Desired work experience:
• At least 6 years working experience in a customer service environment and/or customer insights & analytics
• Familiarity with both quantitative and qualitative research methods + research best practices.
• Hands-on experience in building data-driven models and dashboards
Deadline of this Job: 23 August 2022
Roles & Responsibilities• Ensure staff check ins are complete, Check on appointments and in/out patients’
• Conduct daily tours of the facility (front to back) and check for any damaged items, rooms in order/bins cleaned/washroom checklists done/laundry status etc.
• Inpatients: ensure all documentation is complete, rotas are set for night and day caregivers continuously check in to ensure quality patient care is given
• Kitchen: create processes and ensure are they being adhered
• Ensure well-maintenance of equipment showroom
• Document all processes: edit and update so SOPs are always in order
• Computerized system: implement it and operate it fully
• Clinically: maintain a good relationship with
• Stock: ensure stock is being done properly, keep track of the system. Items opened should be labelled. Crash cart full
• Create and maintain partnerships with doctors and supporters
• Marketing: support in developing sales and marketing strategies to promote the business.
• Effectively managing the team and ensuring high performance of the team also holding meetings once a week and ensuring daily reporting sheet is
• Ensure SOPs are being adhered to: edit and update when necessary
• Daily caregiver check ins should be performed to ensure they arrive on time and offer excellent service to the patients
• Client management keeping clients happy and ensuring all needs are being met diligently and on time.
• Solving any problems that may arise.
Equipment & Consumables
• Ensure equipment store is well set up and well maintained
• Promote sales of equipment and consumables by working with the homecare service team and sales team
• Ensure stock system is efficient – make amendments where necessary
Key Skills & Qualifications
• At least 3 years working experience in relatable field.
• Should have experience in Customer care.
• Excellent communication skills both fluent in English and Swahili
• Should be a team player.
Deadline of this Job: 30 August 2022
Duties• Deliver high-quality and engaging live and recorded training sessions to students
• Perform content maintenance on courses as advised by the Instructional Design team
• Partner with the team to provide content feedback to improve training materials and programs
• Gain a proven understanding of all Zendesk products and be capable of answering various questions from customers during their training
• Schedule, prioritize, and coordinate all training sessions
• Deliver training sessions at large-scale live training events
• Collaborate with and work alongside team members on a range of internal projects
• Be an advocate for Customer Education and partner with other teams and organizations to promote learning and educational opportunities
Education
• A bachelor's degree in marketing, communications
• Zendesk Certification is an added advantage
Experience
• At least 2 years of experience in a customer-centric role, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
Skills and Abilities
• Program Design,
• Reporting
• Communication and Adaptability
• Teaching experience
• Relationship building
• Tech-savvy and analytical,
• A good problem solver and self-sufficient
• Ability to enable on and deliver new training content quickly
Deadline of this Job: 21 August 2022
OB DETAILS:Responsible for the strategy, design and solutioning of a holistic Voice-of-Customer (“VOC”) and Customer Insights Programme to embed a data-led, customer-centric culture. This role will also be responsible for driving and implementing a VOC programme and CX measurement framework, working cross-functionally to ensure that we are capturing the voice of customers across all interactions, understanding the pain points, and creating a closed feedback loop to drive a holistic and iterative improvement process.
Ideal Job Specifications
Academic:
• University degree Upper 2nd Class Honors or 3.0 GPA
Professional:
• Proficient in use of relevant MS Office applications and statistical packages.
• Certification in Quality Assurance an added advantage
• Certification as a research analyst
• Quality Assurance experience an added advantage
Desired work experience:
• At least 6 years working experience in a customer service environment and/or customer insights & analytics