Customer Service Job at Heritage Insurance

Job Summary

The incumbent in this role will be tasked with enhancing the overall customer experience with our brand.

Key Responsibilities

• Deliver a high level of customer experience and uphold quality standards in daily operations.
• Conduct daily service and communication checks to address or resolve customer requests through communication channels.
• Respond promptly to customer queries, providing fair resolutions in compliance with company policies and governance, aligning with the customer charter.
• Educate customers on products to ensure retention, increase sales revenue, and expand the organization’s customer base.
• Support customer onboarding and quality checks for improved customer retention.
• Identify and address customer needs promptly.
• Escalate customer issues and challenges for resolution in a timely manner.
• Handle customer calls, emails, and feedback within Service Level Agreements, policies, and the customer charter.
• Actively participate in data enrichment, including data capture, review, analysis, and report generation as needed.
• Proactively engage with customers to identify risks, problems, and potential opportunities.
• Advocate for fair treatment of customers in the business.
• Gather customer feedback and prepare reports for business review, process improvement, product enhancement, and employee training.
• Support and promote customer experience training within the organization.

Qualifications

• Bachelor’s Degree in Social Sciences or a business-related field.
• ICX/CIM/MSK certification is an added advantage.

Experience

• 2 years of experience in the insurance or financial services industry.

Competencies

• Superior interpersonal communication skills.
• Emotional intelligence and maturity.
• Understanding of personalities and matching communication styles.
• Skillful in task prioritization and task execution.
• In-depth knowledge of insurance solutions and awareness of market trends.
• Good understanding of business operations.
• Knowledgeable in customer service and customer experience measures.

Method of Application

If you meet the above requirements, kindly submit your application and updated CV to vacancies@heritage.co.ke by November 30, 2023. Clearly indicate the job title in the subject heading. Heritage is an equal-opportunity employer that actively promotes diversity. Please note that only shortlisted candidates will be contacted. Ensure your application is in English.