CIC Insurance Customer Experience Officer Jobs in Kenya

CIC Insurance Customer Experience Officer Jobs in Kenya

Purpose:

To provide general customer service in respect to all lines of business for all CIC subsidiaries.

Primary Responsibilities:

Champion the planning, execution, and oversight of the CRM implementation project;

Collaborate with cross-functional teams to gather requirements and ensure alignment with organizational needs;

Develop and deliver training programs to drive user adoption and satisfaction;

Receive in-bound communication from CIC stakeholders through email and phone calls and respond to these queries in a timely and efficient manner in accordance to the call centre contact strategy;

Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;

Carry out monthly customer callouts for all lines of business;

Collect and analyse customer feedback at the group level and document as required;

Manage and efficiently resolve customer complaints;

Provide customers with product and service information;

Update existing customer information as required;

Identify and escalate priority issues;

Document all call information according to standard operating procedures and produce reports;

Respond to queries on social media within the standard timelines;

Conduct training of staff on customer service related topics.

Key Skills, Knowledge, Experience and Behavioural Competencies

Academic and Professional Requirements

Education

Bachelor’s Degree in communication and public relations

Computer literate in MS Office and other office applications

Customer experience specialist (CXS) Certification

How to Apply

For more information and job application details, see; CIC Insurance Customer Experience Officer Jobs in Kenya

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