GA Insurance Ltd was incorporated in 1979 after the exit of General Accident Insurance. The company has over 50 years’ experience in general insurance underwriting inherited from its parent firm, General Accident Insurance (UK). It continues to underwrite various classes of risks in the general insurance segment, which includes medical and travel insurance. Few companies in the Kenyan market can match its experience within the industry. It continues to play a key role in maintaining the traditions of the insurance Kenya, and it is constantly evolving to meet emerging market needs of the Kenyan insurance market
Job Summary:
The Overall Purpose of the position is to maintain customer satisfaction for both internal and external customers of the Company, by providing problem-solving resources, managing staff, and ensuring the smooth running of the Customer Experience Unit
Duties and Responsibilities:
- Developing, documenting, implementing, and improving the Customer Service Charter
- Monitoring and measuring the Customer Experience in line with the Service Charter and Standards
- Ensuring follow-through of the resolution of customer issues post-escalation.
- Managing the organization’s service recovery policy/ initiatives.
- Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.
- Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.
- Specification of the customer relations manual functionalities and management of the same
- Performing continual Customer Service Training and Development
- Monitoring and reviewing the Customer Experience Unit’s performance
- Preparing periodical customer experience reports and other management reports relating to the Customer.
- Implement and Manage the Call Center for queries and information.
- Follow up on online quotations/ Queries to be responded on time from various departments.
Audit and Compliance
- To ensure follow-through of policies and procedures as set out
Job Holder Specifications:
Education/Qualifications:
- Relevant University Degree
- Relevant Professional Certifications
- Membership to a professional body
- Financial Services experience in a similar role will be an added advantage
Working Experience:
- 5 – 8 years experience
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