Deadline of this Job: 28 August 2022
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
Deadline of this Job: 07 September 2022
Duties & Responsibilities• Research and recommend prospects for new business ideas.
• Build and maintain relationships with clients.
• Booking Appointments for existing and potential clients
• Working towards meeting the Annual sales targets that are set.
• Keeping records of sales to track the performance during the year
• Collect and analyze information by preparing data and sales reports.
• Preparation of reports required for decision-making in terms of forecasting and projection.
• Perform any other duty as assigned by the management.
Education
• Bachelor's degree in Computer Science/Economics/Public Relations/Business Management or any related course.
• Certification in Sales and Marketing will be an added advantage.
Experience
• At least 4 years experience.
• Proven capability to prioritize and manage multiple assignments and meet established deadlines while managing stakeholder expectations.
Knowledge & skills requirement
• Ability to effectively interact with peers, internal stakeholders, vendors, and service providers.
• Excellent sales and negotiation skills
• Good planning and organizational skills
• Should have commercial and business awareness.