Insurance Regulatory Authority Customer Relations Officer Jobs in Kenya

Job Purpose

The job holder is responsible for implementing strategies aimed at enhancing
and maintaining service delivery and customer experience for increased customer satisfaction and establishment of a positive reputation and corporate image.

The duties and responsibilities entail:

Implement activities articulated in the customer relations strategies for enhanced customer experience, value addition, customer satisfaction and support the realization of strategic objectives.

Receive, register and maintain a database of all complaints lodged at the Authority.

Investigate, resolve or escalate (where necessary) and provide feedback to customers as appropriate.

Prepare monthly customer relations report.

Maintain customer relationships to build a reputation for excellent service

Monitor social media for complaints and issues raised against the Authority and provide/ coordinate the provision of responses

Initiate and follow up on the timely resolution of public complaints made against the Authority.

Implement the customer satisfaction survey recommendations to address service gaps identified during annual surveys

Prepare quarterly implementation reports

Implement innovative customer service initiatives to keep abreast with emerging customer needs and expectations.

Implement

the customer relations management systems using CRM programs to enhance customer service and experience across all departments

Persons Specifications

Bachelors degree in Mass Communication, Communication Studies, Journalism, Public Relations or any other approved equivalent qualifications from a recognized University/ Institution;

Be a member of a relevant professional body

Certificate in Computer proficiency

Meet the provision of Chapter Six of the Constitution of Kenya

Competencies and skills

Excellent oral and written communication skills.

Strong communication and presentation skills.

Good analytical skills.

Problem solving.

Professionalism.

How to Apply

For more information and job application details, see; Insurance Regulatory Authority Customer Relations Officer Jobs in Kenya

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