For employers

Published

Industry

Customer Service Jobs in Kenya

141

jobs

Cigna

Customer Service Representative

Nairobi, Kenya

7 days remaining

Gilani's Distributors

Only on Fuzu

Tele Sales / Customer Care Agents

Nakuru, Kenya

3 months remaining

Sasa Doctor

Only on Fuzu

Marketer

Nairobi, Kenya

22 days remaining

Sasa Doctor

Only on Fuzu

Marketer

Nairobi, Kenya

22 days remaining

AutoXpress Limited

Only on Fuzu

Retail Sales Executive

Nairobi, Kenya

2 months remaining

Kenindia Assurance Company Limited

Assistant Manager Bancassurance And Alternative Channels

Nairobi, Kenya

3 days remaining

Kenindia Assurance Company Limited

Administrative Assistant

Nairobi, Kenya

3 days remaining

Tier 1 Deposit-taking Sacco

Fast Apply
Only on Fuzu

Marketing Officer

Nairobi, Kenya

7 days remaining

Ngao Credit

Direct Sales Representative

Nairobi, Kenya

7 days remaining

Get personalised job alerts directly to your inbox!

Kenindia Assurance Company Limited

Assistant Manager

Kakamega, Kenya

3 days remaining

Country / Region

Africa
Nigeria
Uganda

Fuzu

About Fuzu
Careers at Fuzu
Contact us

© Fuzu Ltd 2024

Customer Service Representative

Closing: Apr 30, 2024

7 days remaining

Published: Apr 18, 2024 (6 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

Sign up to view job details.

  • You are responsible for the client communication for designated account relationships and Contracts.
  • You are required to response to the client on timely manner providing full and accurate information in one go.

Relations To Other Positions

  • Assist the Supervisor and Senior Supervisor in several tasks (e.g. preparation of presentations, preparation of analyses, Statistics)
  • Provide all necessary information to the involved parties: clients, insurers, the International Customer Services, Finance and Accounting Marketing and Communication.
  • Contribute to maintaining a co-operative and friendly working environment.
  • Inform Supervisors and Senior Supervisors on problems and inefficiencies.

What do you need?

  • Must have a diploma or bachelor’s degree or equivalent
  • Minimum one year or more experience in any related field (Customer Service – Handling calls and responding to client on free text email basis)
  • Primary language will be English but will be good to have additional language i.e. Portuguese or French or German
  • Skillful in taking decisions: takes the right action on allocated files based on the available information and providing the decision in written to client ensuring all relevant information is clear.
  • Excellent Communication skills.
  • Accurate: works accurately when providing information to client via written email
  • Discipline: pays attention to procedures, agreements and document flows.
  • Efficient: finds a good balance between quality and quantity.
  • Team player: Able to work in a team and provide feedback on how to improve from time to time.
  • Skillful with computer programs: readily learns the ropes in the use of current office applications
  • Discreet: works discreetly with confidential (medical) information.


Responsibilities
  • You are responsible for the client communication for designated account relationships and Contracts.
  • You are required to response to the client on timely manner providing full and accurate information in one go.

Relations To Other Positions

  • Assist the Supervisor and Senior Supervisor in several tasks (e.g. preparation of presentations, preparation of analyses, Statistics)
  • Provide all necessary information to the involved parties: clients, insurers, the International Customer Services, Finance and Accounting Marketing and Communication.
  • Contribute to maintaining a co-operative and friendly working environment.
  • Inform Supervisors and Senior Supervisors on problems and inefficiencies.

What do you need?

  • Must have a diploma or bachelor’s degree or equivalent
  • Minimum one year or more experience in any related field (Customer Service – Handling calls and responding to client on free text email basis)
  • Primary language will be English but will be good to have additional language i.e. Portuguese or French or German
  • Skillful in taking decisions: takes the right action on allocated files based on the available information and providing the decision in written to client ensuring all relevant information is clear.
  • Excellent Communication skills.
  • Accurate: works accurately when providing information to client via written email
  • Discipline: pays attention to procedures, agreements and document flows.
  • Efficient: finds a good balance between quality and quantity.
  • Team player: Able to work in a team and provide feedback on how to improve from time to time.
  • Skillful with computer programs: readily learns the ropes in the use of current office applications
  • Discreet: works discreetly with confidential (medical) information.


  • Communication management in day to day queries of our clients and insurers through different channels (Email, Phone, Letter and Chat) .The main communication channel will be Emails and Calls.
  • As a Hybrid team, you require to manage customer interactions through Emails and Calls at the same time. You require to multitask between both channels based on Email and Call inflow and based on the requirements in the daily planning.
  • Think about and contribute to using the most efficient communication channels (phone, e-mail, letter)
  • Coordinate and ensure follow-ups of the assigned contracts/clients.
  • Answering call from client and advising on the necessary information. To log call in the system and respond via email immediately over the call instead of assigning the task back to the queue.
  • Follow up on personal queue for the cases where we received reply.
  • Taking ownership on the emails assigned and to complete the necessary before end of business.
  • Monitoring Queue to see if there is any queued call which require to be answered instead of allowing the call to drop or abandon.
  • Check on Medical reports submitted by client and see if we can approve Initial Letter of Guarantee to the provider.
  • Check if the complete Reimbursement documents has been submitted before assigning case to Claims Team.
  • Keep records and filing up to date.
  • Pro-actively optimising the unit’s workflows to achieve set targets.
  • Translate communications, medical reports or other documents if needed.
  • Work according to the priorities indicated in the work plan and in order to keep under track the different KPIs (ASA, TAT, NPS, etc)
  • Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.


Tags

Customer support, client care jobs

Banking, microfinance, insurance industry jobs

Entry and Basic-level jobs

Jobs in Nairobi

Jobs in Kenya

Customer support, client care jobs in Nairobi

Applications submitted via Fuzu have 32% higher chance of getting shortlisted.

Check out the following blog posts to support your job search