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An enthusiastic self starter with a strong drive to improve
existing processes and systems is highly desired.
Key
objectives will be achieving / improving / exceeding targeted customer service
levels,
Responsibilities Include:
- Providing help and advice to customers using your organization’s services;
- Communicating courteously with customers by telephone, email, letter and face to face;
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
- Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
- Issuing refunds or compensation to customers;
- Keeping accurate records of discussions or correspondence with customers;
- Analyzing statistics or other data to determine the level of customer service your organization is providing;
- Producing written information for customers, often involving use of computer packages/software;
- Writing reports analyzing the customer service that your organization provides;
- Developing feedback or complaints procedures for customers to use;
- Developing customer service procedures, policies and standards for your organization or department;
- Meeting with other managers to discuss possible improvements to customer service;
- Being involved in staff recruitment and appraisals;
- Training staff to deliver a high standard of customer service;
- Leading or supervising a team of customer service staff;
Requirements:
- Bachelor degree in Business, Operations, or related field
- 2-3 years Customer Service experience
- Knowledge and understanding of Insurance concepts and application
- Strong analytical, planning and organizational skills
- Strong interpersonal and communications skills (oral & written)
- Insurance experience – added advantage
- ERP system experience - added advantage
- Self-starter with ability to work independently under pressure and react quickly to changing priorities
- Professional affiliation certification or certification in progress preferable
Applicants
who meet the requirements stated above should send their applications and
detailed CVs with a day - time telephone number to the email address below so
as to reach us on or before9th Sept.
cvs@careerdirections.co.ke
