Job Title: Customer Experience Executive
Hiring Organization: Liberty
Group
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/19/2024
The
Customer Experience Executive is responsible for building of sustainable
relationships of trust through open, proactive, and interactive communication
with customers to drive client loyalty and retention. The role is key in
delivering the customer value proposition and adhering to the customer service
charter.
Key Responsibilities
Continually
update the customer profile so that Liberty retains the most current information
about the customer and
is therefore able to provide them personalized communication and solutions.
To remain
abreast and well appraised on key investment and financial market events so as
to provide customers with
informed analysis of the markets and their investment solutions.
Proactively
ensure that the customer’s portfolio, as administered in our systems, is always
up to date and any issues
identified are rectified before the customer has sight of them.
Always
provide convenience to the customer by informing them of all available
touchpoints and eliminating all barriers to service while taking full ownership
of customer issues.
To
promptly receive, acknowledge and action customer communication whether through
email, call, text or social media so that the customer experiences a seamless
interaction with the business.
Leverage
existing strong bonds with customers to create loyalty and satisfaction.
Ensure that the customer fully understands and appreciates the solutions that
they have from Liberty and that these remain relevant even with the customer’s
changing lifestyle and advising the customer appropriately should an update to
the solution be necessary.
Ensure
that the customer is always updated on the status of their products with
Liberty and where gaps are identified in premium payment or servicing of loans,
a resolution is provided.
Develop
strong relationships with customers to understand their financial needs and
therefore propose appropriate Liberty solutions.
Walk with
the customer through their various life events and ensure that they can exploit
and enjoy the benefits of their products while continuing to fully service these
products while continuing to fully service these and/or take additional ones.
Qualifications
Bachelor’s
degree
CIM/MSK
Certificate or ICX Membership would be an added advantage
Experience
Minimum
of 2 years in customer experience in the insurance or financial services
industry
Competencies
Strong
interpersonal skills
Ability
to prioritize tasks and manage time efficiently.
Team
player
Solutions
– focused mindset
Knowledgeable
in financial solutions and market trends
Business
acumen
How To
Apply
If you
meet the above requirements, you are encouraged to forward your application and
updated CV to hr@libertylife.co.ke by
19th March 2024 Clearly state the job title on the subject heading.
