Old Mutual
Team Leader Customer Experience
Kampala • Uganda
Mogo Kenya Limited
Debt Collection Call Center Team Lead
Nairobi • Kenya
Central Bank of Kenya
Senior Officer, Helpdesk and Customer Service, Digital Channels
Meru • Kenya
Britam
Customer Service Assistant
Nairobi • Kenya
Closed for applications
Old Mutual
Contact Centre Clinical Executive
Nairobi • Kenya
Closed for applications
Equity Bank Kenya
Customer Experience (CX) Communications Manager
Nairobi • Kenya
Closed for applications
Absa Group Ltd
Customer Support Manager, Digital Banking
Nairobi • Kenya
Closed for applications
Sidian Bank
Relationship Manager – Rongai Branch
Rongai • Kenya
Closed for applications
Hazina SACCO Society Ltd.
Marketing Assistant
Nairobi • Kenya
Closed for applications
Get personalised job alerts directly to your inbox!
Hazina SACCO Society Ltd.
Customer Care Assistant
Nairobi • Kenya
Closed for applications
Top cities with open vacancies
Jobs in Nairobi, Jobs in Kampala, Jobs in Engineer, Jobs in Meru, Jobs in RongaiCompanies hiring now
CIC Insurance Group, DFCU Bank, Hazina SACCO Society Ltd., National Bank of Kenya, Old MutualProfession (Banking, microfinance, insurance)
Accounting, finance, banking, insurance,Administrative, clerical,Business, strategic management,Customer support, client care,Energy, power,Human resources,Information technology, software development, data,Legal,Manufacturing, operations, quality,Media, communications, languages,Medical, health,Project, program management,Research, academy,Sales, marketing, promotion,Security,Teaching, training,Transportation, logistics, driving,
Industry (Customer support, client care)
Aeronautics,Agriculture, fishing, forestry,Banking, microfinance, insurance,Communications, media, radio, tv,Computers, software development and services,Consulting, business support, auditing,Education, academic,Energy, utilities, environment,Finance & FinTech,Health care, medical,Human resources, talent development, recruiting,Manufacturing,Non-profit, social work,Outsourcing, leasing,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Telecommunications,Transportation, logistics, storage,
Seniority (Customer support, client care, Banking, microfinance, insurance)
© Fuzu Ltd
Old Mutual
Banking + 2 more
Description
Education
- Bachelors Degree (B): Business
- A good undergraduate business degree and at least 5years’ working experience in customer experience/service in the Financial Services industry are basic requirements.
- A Certificate of Proficiency (COP) and/or a Diploma in Insurance and/ and diverse language proficiency are an added advantage.
Responsibilities
- High quality customer engagements on the CX channels through Quality Assurance (QA), Surveying, Training & Capacity Building, Effective supervision, Performance Management, etc.
- High customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, etc.
- Improve process efficiency to deliver high customer experience as outlined in the Customer Service Charter, and Customer Service Processes Manual.
- Training, mentoring and coaching of staff to maintain a highly motivated, competent and customer-oriented team.
The following detailed outputs are required from this role.
- Driving high performance of the CX team as per the set targets/parameters through effective supervision.
- Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
- Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
- Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
- Effective complaints management (internal & external/regulatory/legal).
Start hiring with Fuzu
Recruit better talent faster - on your own or with our support.
Explore recruitment platformJob search tips from Fuzu
Selected articles on cover letters, CV structure, and interview preparation.