Jobs in Kenya 2024, NGO Jobs in Kenya, Today Jobs Kenya

Job Description

Job Ref. No: JHIL105

Role Purpose

The Customer Excellence Executive is responsible for driving customer-centric strategies and initiatives to enhance the overall customer experience and satisfaction within JHIL. This role focuses on delivering exceptional service, optimizing processes, and fostering a customer-centric culture to ensure policyholders' needs are met and exceeded.

Main Responsibilities
Operational

Outbound Campaigns: Undertake outbound campaigns to existing and potential customers to gather feedback, address concerns and provide pro-active assistance.

Customer Interaction: Handle customer inquiries, concerns, and issues through various communication channels, ensuring prompt and effective resolution.

Service Quality: Maintain high standards of service quality, adhering to established protocols, guidelines, and customer service standards.

Data Management- Accurately document customer interactions, feedback, and relevant information in the CRM System, provide insights and feedback to contribute to the continuous improvement of customer experience processes.

Customer Feedback Analysis: Analyze customer feedback, complaints, and surveys to identify trends, areas for improvement, and opportunities to enhance the customer experience.

Service Metrics Tracking: Monitor and track key performance indicators (KPIs) such as response times, customer satisfaction scores, and resolution rates.

Issue Resolution: Work to resolve escalated customer issues, collaborating with relevant teams to ensure timely and satisfactory outcomes.

Service Improvement Initiatives: Collaborate with cross-functional teams to develop and execute initiatives aimed at enhancing the overall customer experience.

Customer Communication: Communicate with customers to provide updates, information, and assistance related to their insurance coverage and inquiries.

Stakeholder Collaboration: Collaborate with internal teams, such as claims, underwriting, and provider relations, to ensure coordinated efforts in customer service.

Service Recovery: Implement strategies for service recovery in cases of customer dissatisfaction, aiming to rebuild trust and retain customers.

Technology Utilization: Utilize customer service technology tools to efficiently manage interactions, track cases, and provide support.

Service Reporting: Prepare reports on customer service performance, trends, and improvement initiatives for management and stakeholders.

Product/ service Knowledge: Stay informed about the company’s products, services, and policies to effectively communicate information to customers. Continuously update knowledge base with the latest information to better assist customers.

Continuous Learning: Suggest innovative ideas and approaches to enhance the customer experience and streamline processes.

Key Competencies

Empathy skills

Listening skills

Verbal communication

Adaptability

Attention to detail.

Good Interpersonal relationships

Ability to multi-task

Proficiency in optical terminology and eyecare processes.

Proficiency in dental data analysis and interpretation.

Proficiency in medical terminology.

 Qualifications

Bachelor’s degree in business administration, Healthcare Management, or a related field.

Relevant certifications in customer service or customer experience are advantageous.

Medical professionals have an added advantage.

 Relevant Experience

Minimum of 3 years’ experience in a Call Centre environment

How To Apply

If you are qualified and seeking an exciting new challenge, please apply via [email protected] quoting the Job Reference Number and Position.

 

Only shortlisted candidates will be contacted.

Apply for this Job Now