Job Title: Customer Success Assistant
Hiring Organization: Incourage
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full Time
Salary: KES
Date Posted: 06/12/2024
About
The Role
The
Customer Success Assistant will be involved in a proactive and client-focused
approach, aiming to build long-term relationships and ensure clients feel
supported throughout their insurance journey, responsible for handling
questions, comments, and complaints regarding the Incourage platform.
The
successful candidate will be ideally required to start ASAP.
Duties and Responsibilities
Engaging
in proactive communication with the Insurance Agency via WhatsApp regarding
underwriting issues.
Promptly
responding to inquiries from the Insurance Agency and Agent Leaders, ensuring
thorough and helpful answers.
Ensuring
swift extension and renewal of policies, maintaining excellent Turnaround Time
(TAT).
Providing
daily support to users on how to effectively utilize the app.
Compiling
and prioritizing feedback from agents to create a backlog for continuous
improvement of the Incourage app.
Collaborating
closely with the product team to enhance the Incourage app, promptly conveying
user feedback in a constructive and courteous manner.
Note:
This job
description outlines primary responsibilities and reflects the proactive
approach expected from team members. Additional duties may be assigned as
required to meet organizational needs.
Requirements
for the role
A
bachelor’s degree in business, finance, insurance, marketing, or a related
field is preferred.
Possess a
minimum of 1 year of experience as an Underwriter in an insurance company or
Brokerage/agency.
Demonstrate
a strong passion for enhancing customer experience.
Exhibit
enthusiasm for collaborative efforts in improving the application.
A solid
understanding of the insurance industry, including different types of insurance
products, coverage options, and basic principles of risk management.
Previous
experience in customer service, account management, or a related field is
preferred. Experience in the insurance industry is necessary.
Strong
communication skills, both written and verbal, are crucial. The ability to
analyze and solve problems efficiently.
A
customer-centric mindset with a genuine commitment to providing excellent
service.
Strong
organizational skills to manage client portfolios, track communications, and
ensure that policy renewals and other deadlines are met.
Familiarity
with customer relationship management (CRM) software and other relevant tools
used in the insurance industry.
Awareness
and understanding of insurance regulations and compliance requirements to
ensure that all interactions and policies adhere to legal standards.
The
ability to adapt to changes in the insurance landscape, including policy
updates, industry trends, and regulatory changes.
