Customer Care Job in Kenya

Position: Customer Care Executive

REPORTING TO: CUSTOMER
CARE MANAGER

Job Description

KUSCCO Mutual Assurance
Limited was incorporated in Kenya in January 2019 and is a  subsidiary
company of KUSCCO Ltd with a vision, to be the leading insurer
committed to quality  with unwavering client focus.”
In order to
enhance customer relationship and experience for our  clients, the company
wishes to recruit an experienced, dynamic and innovative Customer Care 
Executive. 

The position holder will
create and nurture long-term relationships with clients. They will be 
responsible for handling customer queries, complaints and providing potential
clients with  detailed information on company products. 

Responsibilities  

  • ∙ Attending promptly to all clients and
    stakeholders coming to the offices and ensure that  they are
    treated in a welcoming and friendly manner; 

  • ∙ Build sustainable relationships and trust
    with customers through open and
    interactive  communication. 

  • ∙ Assisting in preparation of exhibitions and
    other related marketing events; ∙ Provide prompt and accurate
    information on organization products to clients
    upon  request. 

  • ∙ Record and handle customer complaints in
    liaison with the relevant back office, escalate  complex
    complaints to departmental heads and follow up to ensure
    resolution. ∙ Communicate, improve interaction and escalate
    factors that impact on customer  experience. 

  • ∙ Manage and maintain customer database, be
    able to extract clients’ details from the  system and advice
    clients appropriately. 

  • ∙ Conduct periodic customer satisfaction
    surveys.

  • ∙ Monitor, identify and highlight any gaps
    observed in process or service delivery to  enhance customer
    experience. 

  • ∙ Gather and provide market intelligence to
    the product review committee to facilitate  product
    enhancement. 

Qualifications

  • ∙ A Bachelor’s degree in Communication,
    Public Relations, Marketing, Business  Administration or a
    related field. 

  • ∙ Minimum of three (3) years’ experience in
    customer care department within the insurance  industry. 

  • ∙ Experience in managing and optimizing
    targeted digital campaigns to enhance customer  experience
    (Facebook, Instagram, Twitter etc). 

  • ∙ Proficient in Microsoft office suite. 

  • ∙ Excellent communication and interpersonal
    skills. 

  • ∙ Ability to multitask in a fast paced
    environment. 

  • ∙ Organization and planning skills; ability
    to organize and prioritize.  

How to apply

If you believe your
experience, competencies and qualifications match the job and role 
specifications described; send your application letter (stating current and
expected pay) &  updated CV (with details of at least 3 referees one
of which must be immediate or former  supervisor ) addressed to the Chief
Executive Officer to reach us on or before 13th April 2021 by 
email to: 
[email protected]

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