Customer Experience Officer – Contact Centre

Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, General and Medical Insurance. Today, Jubilee is the number one insurer in East Africa with over 1.9 million clients. Jubilee Insurance has a network of offices in Kenya, Uganda, Tanzania, Burundi, and Mauritius. It is the only ISO certified insurance group listed on the three East Africa stock exchanges – The Nairobi Securities Exchange (NSE), Dar es Salaam Stock Exchange and Uganda Securities Exchange. Its regional offices are highly rated on leadership, quality and risk management and have been awarded an AA- in Kenya and Uganda, and an A+ in Tanzania. For more information, visit www.JubileeInsurance.com.

We currently have an exciting career opportunity for Customer Experience Officer – Contact Centre within Jubilee Asset Management Limited. The position holder will report to the Manager – Customer Experience and will be based at the Head Office in Nairobi.

Role Purpose

The role holder plays a crucial role as the first point of contact for visitors, clients, and employees. He/she will be responsible for delivering exceptional Customer Service, managing inquiries, and facilitating various administrative tasks. This role is integral to creating a positive and welcoming atmosphere, ensuring that all interactions reflect the company’s values and commitment to excellent customer service

Main Responsibilities

Customer Engagement at the Contact Centre:

1. Handle Client Queries: Serve as the primary point of contact for all client inquiries received through the company’s call lines and digital platforms. Ensure that each query is addressed promptly and accurately, providing clear and helpful information to clients.

2. Build Client Relationships: Engage with potential clients to establish rapport, taking the time to understand their unique needs and preferences. This personalized approach helps to foster trust and enhances the overall customer experience.

3. Social Media Monitoring and Reporting: Actively monitor the company’s social media channels for client interactions, feedback, and inquiries. Compile and analyze data from these platforms to generate reports that provide insights into customer sentiment and emerging trends, ensuring the company remains responsive and proactive in its online presence.

Customer Outreach:

1. Engage Existing Customers: Proactively reach out to existing Life and Health customers to introduce and promote JAML’s diverse range of products. Use these interactions as opportunities to strengthen customer relationships and enhance their overall experience with the company.

2. Identify Cross-Selling Opportunities: Utilize customer data and insights to identify opportunities for cross-selling additional products and services that align with the client’s needs and preferences. Effectively communicate the benefits of these offerings to encourage additional purchases and increase customer lifetime value.

Operational Support:

1. Collaborate on Client Issue Resolution: Work closely with cross-functional teams and other departments to address and resolve complex client issues. Ensure that all client concerns are handled with the highest level of care and professionalism, leading to satisfactory outcomes and maintaining customer loyalty.

2. Support New Initiatives: Assist in the implementation of new client service initiatives at the Contact Centre. This includes providing operational support, offering feedback, and helping to refine processes to enhance the efficiency and effectiveness of client service delivery.

Product Promotion:

1. Inform and Educate Clients: Provide clients with detailed, accurate, and up-to-date information about JAML’s products and services. Ensure that all promotional efforts are aligned with the client’s needs, offering tailored recommendations that resonate with their specific interests and requirements.

2. Tailor Recommendations: Customize product recommendations to match the unique needs and preferences of each client. This personalized approach not only enhances customer satisfaction but also increases the likelihood of successful product adoption and long-term loyalty.

Skills Required

1. Excellent interpersonal and communication skills.

2. Strong problem-solving abilities and a customer-oriented mindset.

3. Organizational skills with attention to detail.

4. Basic understanding of financial products and services.

5. CRM experience in handling customer queries.

6. Proven experience in sales, especially in telesales or customer service.

Key Competencies

1. Strategic thinking and decision-making abilities.

2. Strong problem-solving and analytical skills.

3. Effective communication and interpersonal skills.

4. Results-oriented mindset with a focus on delivering quality outcomes.

Qualification

• Degree in Business Administration, Customer Experience, or a related field.

Relevant Experience

• Proven track record of successfully managing complex projects from initiation to completion.