Customer Experience Officer at Madison Group Limited

Primary Responsibilities:

• Provide effective solutions to inquiries from both internal and external customers, collaborating with other departments for complex queries that exceed the scope of the Customer Service desk.
• Initiate and manage initial claims processing directly at the Customer Service desk.
• Oversee the handling of all incoming emails, letters, and parcels at the Head Office pertaining to Claims and other client issues. Ensure that these communications are accurately routed to the relevant departments while upholding confidentiality and maintaining necessary records consistently.
• Supervise the movement of cheques and various forms of payments.
• Act as the custodian of supporting documents for customer service operations at the Head Office, while also ensuring that branch offices are adequately stocked with the same documents.
• Collaborate closely with Agency Services to address client concerns involving complex policy inquiries, and facilitate the proper recording of these interactions in the company’s records.
• Collect customer feedback using existing tools and convey this feedback to the appropriate parties within agreed-upon timelines for further action.
• Coordinate the distribution and use of marketing materials, including brochures, client incentives, and merchandise.
• Manage the processes associated with Premium Rating and Calculation.
• Fulfill any additional duties as assigned by management on an as-needed basis.

Qualifications, Experience, and Skills:

• Possess a Bachelor’s Degree, preferably in fields like Business Management/Administration, Marketing, Communication, or other relevant disciplines.
• Familiarity with customer service software, including CRM, and experience using Omni channel communication methods such as calls, emails, and chats.
• Previous work experience within a call center environment will be an advantageous asset.
• A minimum of 1 year of experience in a customer-centric role, with industry-specific experience being a notable advantage.
• Strong analytical, problem-solving, and critical thinking abilities.
• Excellent communication and presentation skills.
• Proficiency in multitasking, prioritization, and effective time management.
• Demonstrate a customer-oriented approach and the ability to adapt and respond effectively to various client dispositions even in high-pressure situations.

Application Process:

Qualified candidates are kindly requested to send their CVs to the Group Human Resources Manager via email at hr_recruitment@madison.co.ke before the 14th of August, 2023.