Customer Experience Assistant at Kenya Orient Insurance Limited

Job Description

JOB PURPOSE

The Customer Experience Assistant will be responsible for managing customer interactions across various touchpoints, including calls, emails, and walk-ins. He or she will ensure timely resolution and follow-up of customer enquiries, complaints, claims, renewals, and service requests while coordinating with internal teams to deliver excellent customer service.

The role will also support customer retention, maintain accurate service records, and ensure compliance with company policies, service standards, and regulatory requirements.

KEY TASKS, DUTIES AND RESPONSIBILITIES

• Manage customer interactions across all touchpoints, including calls, emails, walk-ins, SMS, and social media, ensuring timely and professional responses.
• Resolve and follow up on customer enquiries, complaints, service requests, claims, renewals, and escalations within the agreed turnaround times.
• Coordinate with relevant internal departments to ensure timely resolution of customer issues and seamless service delivery.
• Maintain accurate and up-to-date customer service reports, escalation trackers, IT downtime logs, renewal prelists, and other operational records.
• Monitor and escalate unresolved or high-risk customer issues to the relevant teams and management for timely action.
• Support customer retention initiatives by ensuring effective follow-up on customer issues, renewals, claims, and other service-related matters.
• Ensure compliance with company policies, service standards, regulatory requirements, and established customer service procedures.
• Prepare timely and accurate customer service reports to support management decision making and monitoring of service performance.
• Identify customer service gaps and support initiatives aimed at improving customer experience, service delivery, and customer satisfaction.
• Maintain professional relationships with customers and internal stakeholders while upholding confidentiality, integrity, and the company’s corporate image.

REQUIREMENTS

• A Bachelor’s degree in Communication, Business Administration, or a related field from a recognized university.
• At least 3 years of relevant experience in Call Centre or Customer Service.
• Diploma in Insurance is an added advantage.
• Strong written and verbal communication skills.
• High level of integrity and professionalism.
• Ability to multitask, work independently, and effectively manage customer interactions.
• Proficiency in Microsoft Office and customer service systems.