Customer Service Jobs at Britam, Reckitt Benckiser, Zamara Kenya and Majorel Kenya

JOB DETAILS:
Retail Customer Experience Associate

Job Purpose:
The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.

Key responsibilities
• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.

Key Performance Measures
As described in your Personal Score Card.

Knowledge, experience and qualifications required
• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services
• Excellent oral, written and interpersonal communication skills
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

Technical/ Functional competencies
• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Sales and marketing management skills


JOB DETAILS:
Customer Service Executive

The role of the customer service and fulfilment manager is to ensure that customers receive a high quality of service from order through to aftersales, ensuring that our promises to customers are always met.
The fulfilment manager is responsible for order processing, warehouse operations, inventory and order tracking and delivery. The role is highly collaborative in nature, as a fulfilment manager you will manage customer service representatives, warehouse staff, carriers, and 3rd party logistics providers to ensure that service level agreements and customer expectations are met.
As a Fulfilment manager you will have experience with various software systems and technologies, including inventory management systems , warehouse management systems, enterprise resource planning solutions, CRM systems & ecommerce solutions such as Magento.

Responsibilities
• Ensuring that all customers receive their deliveries on time and in full, that any potential failure is reported to the customer before they report it to us.
• Maintains the highest standards of customer service by immediately attending to and resolving customer issues.
• Manage the delivery of KPIs on all operational targets, including overall fulfilment costs and our customer delivery promises
• Develops and implements business process initiatives to optimize departmental operations in accordance with overall business objectives.
• Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals
• Provides clear direction and general guidance to the department in the formulation and implementation of procedures, and ensures that these are translated and enforced into action to meet operational goals.
• Overseeing daily order fulfilment activities, including order processing, picking, packing, and shipping preparation.
• Working alongside the 3PL utilising data to optimise warehouse and fulfilment operations
• Track inventory levels to prevent stock-outs and/or deadstock
• Managing a dynamic team of customer service representatives, full-time and part-time warehouse staff, and other operational team members
• Maintaining positive and mutually beneficial relationships with vendors, suppliers, manufacturers, and 3PLs
• Providing data-backed and actionable updates to senior management to improve order fulfilment SLAs and vendor performance
• Manage all aspects of various fulfilment methods for our digital channels

Desired Skills & Experience
• Experience of managing the fulfilment operation, customer service and order fulfilment
• Experience in handling customer complaints over the phone and written formats.
• Experience and familiarity with warehouse operations, experience of managing 3rd party fulfilment & delivery partners
• Proficient in Microsoft Office, inventory management systems, and warehouse management systems
• 3+ years in management fulfilment and customer service operations
• Bachelor’s degree


JOB DETAILS:
Call Center Representatives

Care Management
• Receiving calls on the 24-hour medical emergencies help lines.
• Facilitate approval and authorization for Emergency Inpatient hospitalization e.g. post road traffic accidents from the insurance companies/underwriters.
• Outpatient treatment authorization (off smart/ no card)
• Facilitate evacuation processes to ensure favorable outcomes and reasonable charge to clients.
• Pre-authorization request processing and hospital procedure booking including maternity and theatre procedure bookings.
• Liaising with the Insurance companies in the process of undertaking and pre-authorizations.
• Provider panel management – ensuring required facilities are on-boarded and favorable relationship is always maintained.

Wellness
• Assist in facilitation of wellness events - wellness camps, sports day activities, staff team building events.
• Engaging various providers for wellness packages suitable to client needs.

Reporting
• Provide data reports collected from various monitoring tools assigned to the role e.g. weekly and/or monthly reports.
• Trend analysis – hospital charges, cost of various packages e.t.c.

Value Adds
• Facilitation of admission and discharge processes for patients by securing all necessary documents and ensuring minimal participation by the patient during the admission or discharge.
• Facilitation of special care for admitted patients e.g haircuts for executive clients at the bed side/ flowers.
• Issuing Zamara gift packs - pack of diapers, branded get well / birth congratulations to admitted patients.

Experience and personal qualities
• A Diploma in Nursing Sciences/ Clinical medicine
• Minimum of one (1) year working in a hospital set up/ health facility/medical insurance care department.
• Must be flexible to work both day and night shifts as is allocated.
• General understanding of the insurance industry is an added advantage.
• Capacity to build relationships
• Business etiquette
• Excellent interpersonal and customer service skills
• Team player
• Problem Solving skills
• Self-Driven
• Flexible to train


JOB DETAILS:
Responsibilities
• Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries via phone and through emails and chats.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out to enable you respond to customer inquiries efficiently.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensuring customer satisfaction and providing professional customer support.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Managing database records, drafting status reports on customer service issues.
• Data entry and research as required to troubleshoot customer problems.

Requirements
• Degree/Diploma in any related field
• C1 proficiency in German and English
• Knowledge of IT programs i.e. Word, Excel, and fast fingers for typing
• Previous experience in customer service is desirable
• Great people skills
• Should be flexible to work in shifts both day and night.