General Insurance Company Customer Service Representative Job in Kenya

Vacancy Announcement
We are a reputable general insurance firm with a strong regional presence in Kenya looking to urgently fill the following position:
Job title: Customer Service Representative (Operations)
Department: Customer Experience
Reports To: Customer Experience Manager
Overall Responsibility
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Key Tasks, Duties and Responsibilities
  • Manage the customer feedback programme
  • Manage the organizations customer loyalty programme
  • Deliver service and support to end-users both internally and externally
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Provide internal training on products and services
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify and escalate priority issues as per Client specifications
  • Redirect problems to appropriate resource
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates
  • 1-2 years’ experience in customer service.
  • Business related degree or its equivalent
Knowledge and skills required
  • Able to work independently and efficiently to meet deadlines.
  • Able to promptly answer support related email, phone calls etc.
  • Self-motivated, detail-oriented and organized
Please forward an application letter and a copy of your updated CV to before close of business Friday, 10th November 2012 for consideration.
Please note that applications will be considered on a first-come-first-served basis.
“We are an equal opportunity employer”

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