Customer Excellence Executive- Outbound

Date Posted: Jan. 17, 2024, 5:55 a.m.

Jubilee Insurance

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

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


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.


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

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