Customer Experience Officer at

1 month ago

Nairobi, Nairobi Area, Kenya Jubilee Insurance Full time
Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937.

Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.

Job Ref

No:
JAML017
Role Purpose
The role holder interacts with all customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience
Main Responsibilities

Operational

Greet and welcome clients visiting the office, providing a warm and friendly environment.
Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.

Interacting with the clients as the first point of contact between the company and the customers at service center.

Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
Identifying and escalating complex customer issues to the appropriate departments for resolution.
Collaborating with team members and other departments to resolve customer problems effectively.
Contributing to team effort by accomplishing related results as needed.
Listen to clients' inquiries, concerns, and requests, and provide accurate and timely responses.
Assist clients with unit trust-related questions, claims inquiries, and general unit trust servicing.
Process unit trust changes, endorsements, and cancellations accurately and efficiently.
Update client information and unit trust details in the database.
Build and maintain strong relationships with clients, fostering trust and loyalty.
Identify and address client needs, offering suitable solutions and assistance.
Follow up with clients to ensure their satisfaction and resolve any outstanding issues.
Maintain accurate and up-to-date client records, ensuring confidentiality and data protection.
Handle client correspondence via email, mail, or other communication channels.
Investigate and resolve client complaints or issues promptly and effectively.
Escalate complex or unresolved issues to the appropriate departments for further action.
Keep detailed records of client interactions, inquiries, and issue resolutions.

Corporate Governance

Compliance:
Stay updated with industry best practices to ensure compliance with industry standards

Adherence to the laws and regulations of Kenya, the policies and regulations within the asset management industry and all internal company policies and procedures.

Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

Culture

Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.

Individualized Development Planning:
Create personalized development plans that align with your career aspirations and the organization's objectives.

Requirements
Key Competencies

Customer service and complaint resolution.
Product and service knowledge.
Database management and record keeping.
Communication and interpersonal skills.
Problem-solving and decision-making.
Analytical skills for data analysis and reporting.
Unit trust interpretation and communication

Qualifications

Bachelor's degree in Business, Marketing or any other related course

Relevant Experience

Minimum 1-2 years' experience in a similar role.
Experience in effectively resolving customer inquiries and complaints.
Familiarity with asset management or financial products and services is advantageous.

  • Customer Experience Officer

    1 month ago

    Nairobi, Nairobi Area, Kenya Ngao Credit Limited Full time

    Job Summary As a Customer Experience Officer, you will provide phenomenal customer experience at the NCL Head office. In this role, you will interact with our clients one-on-one daily, provide customer service and use consultative techniques to retain customers. You will be working with and through others, building and maintaining relationships and working...

  • Customer Experience Officer

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    M.P Shah Hospital is looking to recruit a professional, and evidence-driven person for a vacancy in Corporate Communications and Public Relations Division, as a Customer Experience Officer. Reporting to the Customer Experience Manager – Corporate Communications and Public Relations Division, the job holder will serve as the as a first impression of the...

  • Customer Experience Officer at

    1 month ago

    Nairobi, Nairobi Area, Kenya Jubilee Insurance Full time

    Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.Job RefNo:JAML017SummaryRole Purpose The role...

  • Officer, Customer Experience Executive at

    1 month ago

    Nairobi, Nairobi Area, Kenya SBM Bank Full time

    SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients.JOB SUMMARY:The purpose of the Officer, Customer Experience role is to handle first line SBM Bank services including, answer...

  • Customer Experience Advisor at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya SBM Bank Full time

    SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clientsJob PurposeThe role holder will be responsible for delivering seamless world class customer experience across all customer...

  • Customer Experience Analyst at

    1 month ago

    Nairobi, Nairobi Area, Kenya Savannah Informatics Full time

    Savannah Informatics Limited (Savannah), is a clinician-led health informatics company delivering innovative and interoperable healthcare solutions to improve access to affordable quality healthcare. Savannah is privately owned and has an established footprint and operating base in Kenya with over 140 employees, majority of whom are informatics...

  • Customer Experience Lead at

    3 weeks ago

    Nairobi, Nairobi Area, Kenya Ecosafi Full time

    Better Cooking Company t/a EcoSafi is a renewable energy clean cooking start up focused on the consumer market in Africa. Better Cooking Company (BCC) is introducing a modern, delightful, and clean way to cook at home. Enjoy the experience of quality cooking on LPG at the price of charcoalSummaryAs the Customer Experience Lead you will be responsible for...

  • Customer Experience Executives/ Front office

    1 month ago

    Nairobi, Nairobi Area, Kenya Equity Afia Medical Centre - KISERIAN Full time

    Equity Afia is a sustainable, integrated health model that is using franchising principles to train and monitor a network of Medical-Entrepreneurs to provide standardized, quality and affordable healthcare services throughout Kenya.Qualifications/Requirements Diploma in Front Office Administration/Business Administration/ Health records or an equivalent...

  • CX Analyst, Customer Experience at

    1 month ago

    Nairobi, Nairobi Area, Kenya NCBA Group Full time

    The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to...

  • Customer Experience Supervisor at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Crystal Recruit Full time

    Crystal Recruit is a boutique recruitment firm that specializes in matching the right talent to the right job opportunities across Africa. We go out of our way to find that missing person for your business puzzleResponsibilities Build brand presence within our client's local target market. Expand on the cheese tour to include more to do in the area for...

  • Assistant Manager – Customer Experience at

    1 month ago

    Nairobi, Nairobi Area, Kenya Jubilee Insurance Full time

    Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.Job RefNo:JLIL188Role PurposeThe main purpose...

  • Customer Experience Officer at Shah Hospital

    1 month ago

    Nairobi, Nairobi Area, Kenya M.P. Shah Hospital Full time

    M.P. Shah Hospital is a modern 210-bed facility which is home to highly skilled and experienced specialists and professional medical staff.Duties & Responsibilities:Manage patient and visitors' queues using the (QMS) queue management system. Respond to all incoming calls at the customer care desk and making the appropriate transfers. Direct patients to the...

  • Customer Experience Executive Job

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Staffrite Full time

    Hiring Organization: Premier HospitalCustomer Service Jobs In Kenya.Job PurposeTo ensure smooth floor operations and patient flow within the hospital through the provision of excellent customer experience practices.Main Duties And ResponsibilitiesEnsuring every customer of Premier Hospital receives the Premier Experience.Educate colleagues on the various...

  • Customer Experience Executive _ Outbound at

    1 month ago

    Nairobi, Nairobi Area, Kenya Smart Applications International Ltd Full time

    SmartApplications International is a leading ICT solutions provider delivering a wide range of world class technological solutions. Fondly known as Smart within the industry, the company was founded to provide innovative, secure and high-tech solution in Africa and beyond. Staying ahead through constant research and innovationJob Purpose The Customer...

  • Customer Experience Executive Job

    1 month ago

    Nairobi, Nairobi Area, Kenya Staffrite Full time

    Springboard Capital Ltd is seeking to hire a Customer Experience Executive Reporting to the Customer Experience Coordinator. The job holder will handle all aspects of customer service including customer communication, enquiry handling, customer relations, complaints handling and ensure high quality services to customers in accordance with the best practices...

  • Customer Service and Experience Manager at

    1 month ago

    Nairobi, Nairobi Area, Kenya Kenyan Alliance Insurance Full time

    To provide unmatched Financial Solutions that delight our customers. We are committed to empowering our employees whilst embracing innovation & emerging technologies in order to maximize stakeholders value. The Kenyan Alliance Insurance Company Limited is dedicated to become one of the leading regional insurance provider of all General Insurance and life...

  • Customer Relations Officer at

    1 month ago

    Nairobi, Nairobi Area, Kenya Safaricom Sacco Ltd. Full time

    Safaricom Sacco Ltd was founded in May 2001 to provide members with the opportunity to access credit and savings to develop and improve their economic and social status. The initial membership was 222 members all from the Parent Company - Safaricom Ltd. In 2011, Safaricom Sacco Ltd revised its By-Laws to open the common bond to include Employees from related...

  • Customer Relations Officer

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    Customer service jobs. The Client Relations Officer is responsible for facilitating the day- to-day communication between our clients and our Laboratory, ensuring exceptional client experience, and cultivating long-term client relationships with Cerba Lancet Kenya. The Officer will also maintain public relations with existing and prospective clients on...

  • Customer Relations Officer at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Cerba Lancet Kenya Full time

    Cerba Lancet Kenya Limited offers valuable diagnostic, monitoring, and screening procedures through independent laboratory facilities or in collaboration with other institutions and organizations, ranging from widely known to specialized and esoteric testsSummaryThe Client Relations Officer is responsible for facilitating the day- to-day communication...

  • Customer Care Officer at

    1 day ago

    Nairobi, Nairobi Area, Kenya Kilimani Children's Clinic Full time

    The Kilimani Children's Clinic opened its doors to the public in November Since then we have experienced a steady growth thanks to our dedicated team of consultant paediatricians, nurses and other health professionals.Role DescriptionThe Customer Service Representative ensures the highest level of customer care is given to all clients and no client leaves...