Job Title: Customer Experience Executive
Responsible for handling customer enquiries,
resolving complaints, providing product and service information, maintaining
customer relationships, and improving the overall customer experience. Requires
a degree or diploma in Business, Marketing, Customer Service, or a related
field. This is a full-time, on-site position based in Nairobi,
Key
Responsibilities
Customer
Service Delivery
Respond
promptly to customer inquiries from policyholders, pensioners, financial
advisors, and other stakeholders through designated service channels.
Analyze
customer queries and determine appropriate solutions based on documented
procedures and
Product
guidelines.
Provide
clear, accurate information regarding policies, claims, accounts, and service
processes.
Ensure
timely resolution or escalation of complex cases.
Operational
Support
Process
customer service requests and follow up to ensure completion within defined
service
timelines.
Maintain
accurate records of customer interactions and service requests.
Escalate
exceptions, complaints, or high-risk issues according to established escalation
procedures.
Customer
Experience Excellence
Deliver
professional and courteous service aligned with the organization’s customer
experience
standards.
Identify
recurring customer issues and highlight them to the Customer Service Officer or
Assistant
line
manager.
Collaboration
Work with
internal departments to obtain required information and ensure resolution of
customer matters.
Knowledge, Skills, and
Abilities
Excellent
communication and interpersonal skills;
Strong
people relationship and collaboration skills;
Good
networking and presentation skills;
Excellent
planning, organization and time management skills;
Excellent
problem solving and decision-making skills;
Knowledgeable
of insurance operations
Computer
and telecommunications literacy
Ability
and flexibility to cope with a fast-paced job environment.
Client-centered
mindset
Strong
team relationship skills
Qualifications
Degree in
a business-related degree or other relevant degree from a recognized
institution
