Apollo Group (Apollo Investments Limited)was an idea born from the need to harness synergies across the insurance business. Built on commitment, integrity and innovation, it has risen to be one of the leading financial groups in East Africa. Apollo Investments Limited (AIL) includes APA Insurance (Kenya and Uganda). It underwrites General Insurance risks ...

Responsibilities or duties

• Serve as the first point of contact for clients, addressing all service and product inquiries via phone, email, and in-person interactions, aiming for first-contact resolution whenever possible.
• Collaborate with internal teams to resolve client queries, complaints and escalations, providing accurate and timely solutions.
• Maintain organized and up-to-date documentation of all client interactions, transactions, and correspondence.
• Manage workflow to meet client timelines, including processing orders, forms, applications, and other service requests.
• Handle and resolve client complaints within established turnaround times (TATs), ensuring follow-up, root cause and corrective action before closure.
• Oversee ticket management to ensure all client issues are tracked and addressed within agreed service level agreements and timelines.
• Uphold service excellence standards at the front office, promoting a professional and welcoming client experience.
• Execute assigned projects and initiatives, contributing to team and organizational goals.

ACADEMIC QUALIFICATIONS

Bachelor’s degree in Marketing or any other relevant course

JOB SKILLS AND REQUIREMENTS

• Interpersonal skills
• Communication skills
• Listening skills
• Problem analysis/solving skills
• Attention to detail and accuracy
• Knowledge of product
• Time management skills
• Adaptability, initiative and stress tolerance.

PROFESSIONAL QUALIFICATIONS

ACII / Diploma in Insurance will be an added advantage

Experience needed

EXPERIENCE

At least 1 year of relevant work experience in a Customer Experience role

• Serve as the first point of contact for clients, addressing all service and product inquiries via phone, email, and in-person interactions, aiming for first-contact resolution whenever possible.
• Collaborate with internal teams to resolve client queries, complaints and escalations, providing accurate and timely solutions.
• Maintain organized and up-to-date documentation of all client interactions, transactions, and correspondence.
• Manage workflow to meet client timelines, including processing orders, forms, applications, and other service requests.
• Handle and resolve client complaints within established turnaround times (TATs), ensuring follow-up, root cause and corrective action before closure.
• Oversee ticket management to ensure all client issues are tracked and addressed within agreed service level agreements and timelines.
• Uphold service excellence standards at the front office, promoting a professional and welcoming client experience.
• Execute assigned projects and initiatives, contributing to team and organizational goals.

• Interpersonal skills
• Communication skills
• Listening skills
• Problem analysis/solving skills
• Attention to detail and accuracy
• Knowledge of product
• Time management skills
• Adaptability, initiative and stress tolerance.

• Bachelor’s degree in Marketing or any other relevant course
• ACII / Diploma in Insurance will be an added advantage