Reports to: Operations
Manager – Client Servicing Department
Division: Client
Servicing Department
A leading MIP and Broker in Kenya whose specialty is
medical insurance with offices in Dubai, Nairobi, Mombasa and Kisumu, is looking
for a Senior Relationship Manager.
Requirements are as follows:
·
Receives customers’ requests by
telephone, mail or face to face, analyzes requests, provides information
requested or obtains the information required from Insurer or service provider
and communicate back courteously to client in a timely manner and appropriate
method with the correct response.
·
handle and resolve customer
complaints or any major incidents such as a customer being taken ill and seeking
authorization for hospitalization and/or evacuation
·
obtain and evaluate all relevant
information to handle product and service inquiries
·
provide pricing and cheque/document
delivery information
·
perform customer verifications
·
organize workflow to meet company
and customer timeframes
·
direct requests and unresolved
issues to the designated resource
·
manage customers service
expectations
·
Accurate records of
discussions/interactions/correspondence and queries with clients
·
record details of inquiries,
comments and complaints
·
provide feedback on the efficiency
of the customer service process
·
investigating and solving
customers’ problems, which may be complex or long-standing problems that have
been passed on by Relationship managers
·
Analyzing data to determine the
level of customer service the organisation is providing
·
producing written information for
customers,
·
writing reports analysing the
customer service that your organisation provides;
·
visiting customers to provide a
one-to-one service;
·
developing feedback or complaints
procedures for customers to use;
·
Developing customer service
procedures, policies and standards for the meeting with other team members to
discuss possible improvements to customer service;
·
learning about the organisation’s
products or services and keeping up to date with changes;
·
Keeping ahead of developments in
customer service by reading relevant journals, going to meetings and attending
courses.
Additional Duties
·
Provides switchboard relief as
needed.
·
Performs other allied duties as
assigned by supervisor.
Education and Experience
·
Diploma, General education degree
or equivalent
·
knowledge of customer service
principles and practices
·
knowledge of relevant computer
applications
·
Good typing skills.
·
knowledge of administrative
procedures
·
Insurance knowledge will be an
added advantage
·
COP insurance qualification
·
Well spoken and written English and
grammar
·
Minimum 3 year’s experience
preferably in the Insurance sector
Key Competencies
·
Quality focus
·
communication skills – verbal and
written
·
listening skills
·
problem analysis and
problem-solving
·
attention to detail and accuracy
·
Documentation skills data
collection
·
customer service orientation
·
Adaptability, initiative and stress
tolerance
·
Pleasant telephone voice/manner
·
Knowledge and ability to operate simple
office equipment sufficiently to perform the job.
·
Ability to compose correspondence.
·
Multi-tasking
Salary
Competitive salary + 21 days
holiday, medical insurance for self and family.
Sponsorshipfor study in insurance
related field also considered.
Additional income if KPI/Targets
are met.
Qualified candidates to send their
C.Vs and cover letters by 28th February 2013 through:
apply@kenyajobsconnection.com
