Customer Experience Internship

ABOUT CAREPAY:

CarePay Group is an international, fast-growing fintech company with offices in Kenya, and the Netherlands. Our vision is to make mobile health insurance accessible to everyone by using state-of-the-art technology against no marginal costs. We strongly believe in leveraging the mobile technology revolution to transform the health insurance sector. CarePay has developed a smart payment distribution platform on the foundations of the mobile money ecosystem, which connects patients, premium payers, insurers, and healthcare providers on our platform. CarePay’s platform has connected over 4.7+ million participants and 5,100+ healthcare facilities across Africa. Since its start, CarePay has received wide-spread international coverage and traction.

In 2017, CarePay won the FT/IFC Transformational Business Award and in 2018 CarePay was recognized as a Technology Pioneer 2018 by the World Economic Forum, following the footsteps of an extensive line of successful companies, such as Google (2001), Twitter (2009) and Airbnb (2013). In 2019, CarePay won the Swiss Re Entrepreneurs for Resilience Award.

MAIN PURPOSE OF THE INTERNSHIP:

Join us for a 3-6months program offering personal and professional growth as you work with experienced team members. We are looking for an intern to be part of our customer experience team.

During this time, the intern is expected to learn to confidently and knowledgeably provide the full suite of CarePay customer service offerings (e.g., call inquiries, frontline, and backline customer support) to all parties contacting CarePay via the customer service hotline, social media, and other contact modes.

The intern will provide efficient and professional service to CarePay customers through prompt, courteous, and accurate responses to inquiries. He / She will help maintain our existing customer base by building customer loyalty through effective problem-solving and customer care, while adhering to all service standards laid down by CarePay.

EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & KEY SKILLS, AND COMPETENCIES:

• Higher Diploma in a related field
• At least 1 year of experience in Operations or Customer Service
• Strong customer relationship experience
• Solid understanding of customer service and operations
• Experience working within a customer relations environment, preferably in a call center (working in healthcare insurance preferred)
• Typing skills (at least 30 words per minute preferred)
• Excellent telephone skills
• Excellent conflict resolution skills
• Technical skills (preferably with telephone and order booking systems)
• Excellent communication skills, both spoken and written
• Excellent negotiation and interpersonal skills
• Mental alertness
• Assertiveness

Physical Demands and Working Hours:

• Willingness to work weekends and/or night shift
• The intern should be available for the period of the internship.