Job Summary

Drive Superior Customer Experience performance

  • Minimum Qualification: Bachelor
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description

Location: Nairobi

Responsibilities
•    Drive Superior Customer Experience performance.
•    Propose and promote internal and external Customer Experience initiatives within the Organization.
•    Responsible for overseeing the Life Business customer service department and ensuring the company delivers the highest level of customer service possible.
•    Maintain superior levels of Customer Experience by providing real time solutions to Customer complaints
•    Implement customer initiatives that lead to developing an intimate relationship with our Customers
•    Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting customer surveys and benchmarking best practices and analyzing customer information and applications.
•    Improve customer service procedures, policies and standards for the customer service department with a view to having superior customer experience.
•    Reputational risk detection, management and reporting.
•    Ensure awareness and adherence to applicable SLAs.
•    Provide regular reports for Customer Experience monitoring and analysis.

Qualifications
•    Bachelor’s degree in Business or related field
•    Minimum 5 years’ work experience in Customer Experience in a senior role
•    Proficient in MS Office suite applications
•    Self-driven & proven regarding Customer experience- acute attention to Customer issues
•    Ability to work well under pressure and thrive in a fast paced environment,
•    Effectively manage competing and/or changing priorities
•    Problem-solving skills
•    Excellent Stakeholder Management -Able to relate well to people at all levels
•    Customer orientation
•    Excellent verbal, written communication, presentation skills, and decision making skills
•    Excellent organizational skills -Ability to multitask, prioritize and manage time effectively

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