Customer Experience Executive – Contact Centre

The Customer Experience Executive, Contact Centre role at Prudential Life Assurance Kenya (PLAK) is a dynamic, one-year contract position based in Nairobi, operating within the Customer Experience and Business Transformation function. The Executive is tasked with proactively building sustainable loyalty and enhancing retention through exceptional, empathetic service across all contact channels, owning customer issues from initiation to resolution, analyzing interaction data to inform business friction points, and leveraging strong customer bonds to drive product knowledge and future growth.

Business Unit: Prudential Life Assurance Kenya [PLAK]
Business Function Customer Experience and Business Transformation
Job Title Customer Experience Executive, Contact Centre
Job Supervisor Assistant Manager, Retention & Policyholder Services
Location Head Office, Nairobi
Duration One [1] Year Contract

Organizational Context

Prudential Life Assurance Kenya Limited was established in September 2014 following Prudential’s full acquisition of Shield Assurance Life Business. Over the last 10 years, we focused on legacy benefits payment, building relationships, new individual products development, product launches and establishing the necessary technology and human infrastructure to support the future growth of the business. At Prudential, our purpose is For Every Life, For Every Future. For every life, we are partners and for every future we are protectors. Our PruWays, which are our values, define how we deliver to our internal and external customers.

#1: Our Customer is Our Compass
We immerse ourselves in understanding our customers.
We commit to our customers’ needs and address their pain points with speed and empathy

#2: We Pursue Our Entrepreneurial Spirit
We push boundaries and explore new possibilities.
We are resilient, bouncing back from our failures and moving forward with new insight and energy.

#3: We Succeed Together
We win by collaborating as one team.
We actively break down silos and work across all levels of the organisation.

#4: We Respect and Care for One Another
We are empathetic and treat each other the way we would like to be treated.
We respect differences and create an environment that is safe where everyone can be themselves.

#5: We Deliver to Our Commitments
We make responsible decisions and are accountable for our actions to all stakeholders.
We are responsive and execute with excellence and integrity.

Role Context

The Customer Experience Executive, Call Centre will be responsible for building sustainable customer relationships through open, proactive, and interactive engagements. The role is responsible for building customer loyalty and retention.

Principal Accountabilities

1. Always provide convenience to the customer by going out of the way to take service closer to the customer; ensuring that customers do not face any barriers to service, taking on and owning customers issues while seeking satisfactory solutions on customers’ behalf.
2. Promptly receive, acknowledge, and action customer engagements through email, call, text, or social media and ensure seamless interaction with the business.
3. Review and refer unresolved customer issues to the responsible departments while tracking resolution and feedback to customers.
4. Document all customer engagements and complaints, responses and solutions applied and analyze these engagements to derive trends and create reports that inform customer areas of satisfaction and friction, inform product/service design, and provide voice of customer in decision-making.
5. Use identified customer engagement trends to raise and pre-emptively resolve issues frequently raised by customers.
6. Explore opportunities to collect and update customer contact information, collect any premium in arrears, and notify customers of benefits due.
7. Develop strong bonds with customers through personalized service and leverage these bonds to drive brand and product knowledge while positioning new products and seeking referrals.
8. Walk with the customer through the various customer’s life events and ensure that they can derive and enjoy the benefits of their products while continuing to fully service these products or while replacing them with new ones.
9. Actively participate in the implementation and execution of customer intimacy initiatives through various delight experiences including but not limited to customer appreciation, special day (birthdays, holidays) messaging, customer update messaging etc.
10. Manage flow of inbound customer calls, maintaining a proper record of all engagements, tracking all commitments made and ensuring quality of service for all calls.
11. Listen to customers keenly to identify their needs, problems, and opportunities; demonstrate empathy and build rapport towards establishing a strong bond between customers and PLAK.
12. Any other duty as may be allocated by the head of the section.

Core Competences and Skills Required

1. Initiative, innovativeness, good judgment, good problem solving, and decision-making skills.
2. Advanced troubleshooting and multi-tasking skills.
3. Strong customer focus/orientation with high stress tolerance levels.
4. Superior written, verbal, interpersonal & communication skills.
5. Capacity to build and maintain good long-term relationships with stakeholders and partners.
6. Ability to influence credibly through leadership and service by example.
7. Dynamic, proactive professional with strong planning, organizational and service delivery skills
8. Ability to analyze information and keenness to detail.
9. A strong service orientation and ability to maintain professional composure when dealing with confrontation or complaints.

Qualifications

1. Bachelor’s degree in business-related or analytics field.
2. 2+ years’ experience within the industry with specific exposure to retail life operations.
3. Progress in professional insurance qualifications – CII/AIIK/LOMA is an added advantage.