Customer Experience Assistant role at Kenya Orient Insurance in Nairobi, managing customer interactions across calls, emails, and walk-ins while ensuring timely resolution of enquiries and complaints. Requires a Bachelor’s degree in Communication, Business Administration, or related field with 3+ years’ experience in a Call Centre or Customer Service. Full-time, on-site role.

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.

Responsibilities or duties

• 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.

Qualifications or requirements

• A Bachelor’s degree in Communication, Business Administration, or a related field from a recognized university.
• 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.

Experience needed

• At least 3 years of relevant experience in Call Centre or Customer Service.
• Diploma in Insurance is an added advantage.

• 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.

• 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.

• 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.