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 Insurance coupled with the highest degrees of customer utility.

We envisage ourselves as first class Insurance providers through partnerships with the most solid yet advanced international reinsurance partners
Job Summary
The role holder is responsible for managing and building brand visibility, managing public relations within the company, building and sustaining the company's reputation for quality, reliability, and customer
satisfaction.
Main Responsibilities

Define the customer, identify, map and train on the customer journey to improve the customer experience
Continually review and recommend business process improvement to ensure service delivery excellence throughout the customer lifecycle
Drive customer retention, reduce churn, and increase customer satisfaction
Guide team in effective client issues resolution and handle any escalations
Conduct satisfaction surveys and business reviews to gather information on customer feedback and use the findings to improve service delivery
Champion opportunities to consistently improve the Kenyan Alliance customer experience
Liaise with the production and creative departments to ensure delivery of high quality products and services
Establish communication mediums through which customers can readily contact a company and vice versa
Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations. Produce reports and present information to staff, managers and the Executive.
Manage the contact Centre and improve call center operations by monitoring systems and processes and identifying and resolving problems on time
Build and maintain relationships with clients and key personnel within our key corporate accounts, making periodic service review visits and anticipating new opportunities
Incorporate the regulatory requirement for treating customers fairly into the customer journey and initiate actions that ensure compliance
Working closely with design agencies and assisting with new product launches
Maintain effective internal communications to ensure that all relevant company functions are kept informed of marketing objectives
Supervising the sign-off of marketing literature and campaigns, marketing merchandise and giveaways by ensuring the designs and messages meet company brand and regulatory guidelines
Recommend the company-wide branding initiatives and corporate identity in coordination with the key stakeholders in all the business divisions
Proactively monitor and strive to maintain high levels of quality, accuracy, and process consistency in brand visibility and customer service in the organization
Drive corporate strategy and the marketing strategy for the company in line with company objectives.
Develop communication strategies for delivery of corporate culture and business strategy.
Develop companywide branding initiatives, internal communications and external media relations.
Manage media relations and maximize media opportunities
Developing coordinating marketing campaigns with sales activities.
Creation and publication of all marketing material in line with marketing plans
Oversees and monitor the running of the company digital marketing platform
Developing an effective company CSR program and championing the CSR initiatives
Perform any other roles as may be assigned by management from time to time.

Knowledge & Experience
The candidate must demonstrate and possess the following skills and qualifications:

Bachelor's degree in Business Administration, Sales/ Marketing, Public Relations or any other relevant field
Qualified chartered marketer is an added advantage
10 years working experience of which 5 years should be at a senior management level in a similar position
Strong analytical and project management skills
Confident and dynamic personality
Time management skills and attention to details
A strong, clear communicator with people at all levels and backgrounds
Resilience to maintain effective work behavior in the face of setbacks and pressure with minimal supervision
High level of personal integrity
Effective interpersonal, verbal and written communication skills

  • 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 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 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 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...

  • 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 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 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 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...

  • 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 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...

  • 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 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...

  • 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 Service

    3 weeks ago

    Nairobi, Nairobi Area, Kenya Ital Global Limited Full time

    We are a comprehensive Human Capital Consultancy firm dedicated to helping organizations just like yours with their HR activities and work. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spendSummaryWe are looking for a confident...

  • Customer Service

    1 day ago

    Nairobi, Nairobi Area, Kenya Big Square Full time

    ABOUT THE COMPANYA casual dining restaurant serving locally sourced, SQUAREMADE burgers, fried chicken, BBQ ribs, beer, wine, delicious desserts and hand-spun shakes.JOB SUMMARYMinimum Requirements:Diploma or Degree in Hospitality Management.3-5 years of experience as a Trainer in the hospitality industry; must have experience as a Restaurant...

  • Customer Service Executive at

    1 month ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Full time

    Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries.Responsibilities and Accountabilities Define and track Key...

  • Customer Service Representative at

    1 day ago

    Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentAbout the roleThe Customer Service...

  • Customer Service Supervisor at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentAbout the role:The Customer Service...

  • Customer Service Representative

    1 day ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Full time

    Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries.Key Responsibilities:Customer Inquiry Handling: Respond to...

  • Customer Service Executive at

    1 month ago

    Nairobi, Nairobi Area, Kenya Reckitt Benckiser Full time

    At RB, our vision is a world where people are healthier and live better, so we're always looking for the next breakthrough that can make a difference. You might not recognize our name, but you will be familiar with our brands - Scholl, Nurofen, Strepsils, Durex, Gaviscon, Dettol, Lysol, Finish, Vanish.About The Role Maintains the highest standards of...