Client Relationship Representative Job in Kenya

Job Title: Client Relationship Representative
Direct Manager: Team Leader
Purpose of the Role:
As the first line customer liaison, the primary role is to:-
a. To increase customer retention through renewals
b. To increase the average number of policies per client through cross-selling
c. To handle customers enquiries promptly, efficiently and professionally to fulfill the call centre’s expectations and meet the set service and sales target


Principle Duties and Responsibilities: 
  • Contact clients and confirm receipt of renewal notices received before renewal date in line with script 
  • Confirm client information and update on Premia. 
  • Propose premium financing options to client in line with Company policy for late renewals and recoveries. 
  • Cross sell and/or up sell insurance products to clients who have renewed policies in line with cross selling script. 
  • Record information on reason for non-renewal or complaints 
  • Flag follow ups and book appointments with clients 
  • Send product information and/or proposal form to clients via email. 
  • Advise clients on premium payment options 
  • Send mail shot/email broadcast 
  • Perform investigation on general queries, complaints and follow up with other supporting departments 
  • Actively participate in process improvement meetings as required 
  • Prepare daily end shift reports
Qualifications: A degree from a recognised tertiary institution or diploma from College of Insurance 
  • Minimum of six (06) months experience in client relationship/customer service 
  • Experience in the insurance industry is Mandatory 
  • Certificate of Good Conduct is a prerequisite
Skills and Competencies / Levels
  • Fluent in the English Language (must be well spoken) 
  • Good IT literacy skills 
  • Excellent communication skills – verbal and written 
  • Service oriented mindset with a high degree of maturity 
  • Ability to remain composed while handling stressful situations 
  • Organized and meticulous in carrying out duties 
  • Maintains a high level of integrity and observes confidentiality of client data. 
  • Team player with pleasant disposition
  • Well presented and tactful 
  • Numerate and quick thinker 
  • Ability to multi-task
Interested and Qualified candidates should send their resumes to clearly indicating the position on the subject line.
All applications should reach us by 15th July 2016.

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