Summary: Customer Experience Assistant role at Kenya Orient Insurance in Nairobi, managing customer interactions across calls, emails, and walk-ins while ensuring timely resolution of enquiries and complaints. Requires a Bachelor’s degree in Communication, Business Administration, or related field with 3+ years’ experience in a Call Centre or Customer Service. Full-time, on-site role.
- The Customer Experience Assistant will be responsible for managing
customer interactions across various touchpoints, including calls, emails,
and walk-ins. He or she will ensure timely resolution and follow-up of
customer enquiries, complaints, claims, renewals, and service requests
while coordinating with internal teams to deliver excellent customer
service.
- The role will also support customer retention, maintain accurate
service records, and ensure compliance with company policies, service
standards, and regulatory requirements.
Key Responsibilities
- Manage customer interactions across all touchpoints, including
calls, emails, walk-ins, SMS, and social media, ensuring timely and
professional responses.
- Resolve and follow up on customer enquiries, complaints, service
requests, claims, renewals, and escalations within the agreed turnaround
times.
- Coordinate with relevant internal departments to ensure timely
resolution of customer issues and seamless service delivery.
- Maintain accurate and up-to-date customer service reports,
escalation trackers, IT downtime logs, renewal prelists, and other
operational records.
- Monitor and escalate unresolved or high-risk customer issues to the
relevant teams and management for timely action.
- Support customer retention initiatives by ensuring effective
follow-up on customer issues, renewals, claims, and other service-related
matters.
- Ensure compliance with company policies, service standards,
regulatory requirements, and established customer service procedures.
- Prepare timely and accurate customer service reports to support
management decision making and monitoring of service performance.
- Identify customer service gaps and support initiatives aimed at
improving customer experience, service delivery, and customer
satisfaction.
- Maintain professional relationships with customers and internal
stakeholders while upholding confidentiality, integrity, and the company’s
corporate image.
Qualifications &
Experience
- A Bachelor’s degree in Communication, Business Administration, or a
related field from a recognized university.
- At least 3 years of relevant experience in Call Centre or Customer
Service.
- Diploma in Insurance is an added advantage.
- Strong written and verbal communication skills.
- High level of integrity and professionalism.
- Ability to multitask, work independently, and effectively manage
customer interactions.
- Proficiency in Microsoft Office and customer service systems.
How to Apply
