Job Title: Customer Excellence Executive
Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 01/16/2024
Job Ref. No: JHIL105
Role Purpose
The
Customer Excellence Executive is responsible for driving customer-centric
strategies and initiatives to enhance the overall customer experience and
satisfaction within JHIL. This role focuses on delivering exceptional service,
optimizing processes, and fostering a customer-centric culture to ensure
policyholders’ needs are met and exceeded.
Main
Responsibilities
Operational
- Outbound
Campaigns: Undertake outbound campaigns to existing and potential
customers to gather feedback, address concerns and provide pro-active
assistance.
- Customer
Interaction: Handle customer inquiries, concerns, and issues through
various communication channels, ensuring prompt and effective resolution.
- Service
Quality: Maintain high standards of service quality, adhering to
established protocols, guidelines, and customer service standards.
- Data
Management- Accurately document customer interactions, feedback, and
relevant information in the CRM System, provide insights and feedback to
contribute to the continuous improvement of customer experience processes.
- Customer
Feedback Analysis: Analyze customer feedback, complaints, and surveys to
identify trends, areas for improvement, and opportunities to enhance the
customer experience.
- Service
Metrics Tracking: Monitor and track key performance indicators (KPIs) such
as response times, customer satisfaction scores, and resolution rates.
- Issue
Resolution: Work to resolve escalated customer issues, collaborating with
relevant teams to ensure timely and satisfactory outcomes.
- Service
Improvement Initiatives: Collaborate with cross-functional teams to
develop and execute initiatives aimed at enhancing the overall customer
experience.
- Customer
Communication: Communicate with customers to provide updates, information,
and assistance related to their insurance coverage and inquiries.
- Stakeholder
Collaboration: Collaborate with internal teams, such as claims,
underwriting, and provider relations, to ensure coordinated efforts in
customer service.
- Service
Recovery: Implement strategies for service recovery in cases of customer
dissatisfaction, aiming to rebuild trust and retain customers.
- Technology
Utilization: Utilize customer service technology tools to efficiently
manage interactions, track cases, and provide support.
- Service
Reporting: Prepare reports on customer service performance, trends, and
improvement initiatives for management and stakeholders.
- Product/
service Knowledge: Stay informed about the company’s products, services,
and policies to effectively communicate information to customers.
Continuously update knowledge base with the latest information to better
assist customers.
- Continuous
Learning: Suggest innovative ideas and approaches to enhance the customer
experience and streamline processes.
Key
Competencies
- Empathy
skills
- Listening
skills
- Verbal
communication
- Adaptability
- Attention
to detail.
- Good
Interpersonal relationships
- Ability
to multi-task
- Proficiency
in optical terminology and eyecare processes.
- Proficiency
in dental data analysis and interpretation.
- Proficiency
in medical terminology.
Qualifications
- Bachelor’s
degree in business administration, Healthcare Management, or a related
field.
- Relevant
certifications in customer service or customer experience are
advantageous.
- Medical
professionals have an added advantage.
Relevant
Experience
Minimum
of 3 years’ experience in a Call Centre environment.
How To
Apply
If you
are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting
the Job Reference Number and Position by 21st
January 2024 Only shortlisted candidates will be
contacted.
