CIC Insurance Customer Experience Officer Job
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CIC Insurance Customer Experience Officer Job
Customer Experience Officer Job, Current Customer Service Jobs In Kenya,
Purpose:
To provide general customer service in respect to all lines of business for all CIC subsidiaries.
Key Responsibilities:
- Champion the planning, execution, and oversight of the CRM implementation project;
- Collaborate with cross-functional teams to gather requirements and ensure alignment with organizational needs;
- Develop and deliver training programs to drive user adoption and satisfaction;
- Receive in-bound communication from CIC stakeholders through email and phone calls and respond to these queries in a timely and efficient manner in accordance to the call centre contact strategy;
- Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;
- Carry out monthly customer callouts for all lines of business;
- Collect and analyse customer feedback at the group level and document as required;
- Manage and efficiently resolve customer complaints;
- Provide customers with product and service information;
- Update existing customer information as required;
- Identify and escalate priority issues;
- Document all call information according to standard operating procedures and produce reports;
- Respond to queries on social media within the standard timelines;
- Conduct training of staff on customer service related topics.
Academic and Professional Requirements
Education
- Bachelor’s Degree in communication and public relations
- Computer literate in MS Office and other office applications
- Customer experience specialist (CXS) Certification
Experience Required:
- Relevant experience 2
How To Apply
Deadline closes 5th October 2023
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