Client Relationship Representative Job in Kenya

As the first line customer liaison, the primary role is to:-

  • To increase customer retention through renewals
  • To increase the average number of policies per client through cross-selling
  • To handle customers enquiries promptly, efficiently and professionally to fulfill the call centre’s expectations and meet the set service and sales target

    Duties and Responsibilities

  • Contact clients and confirm receipt of renewal notices received before renewal date in line with script
  • Confirm client information and update on Premia.
  • Propose premium financing options to client in line with Company policy for late renewals and recoveries.
  • Cross sell and/or up sell insurance products to clients who have renewed policies in line with cross selling script.
  • Record information on reason for non-renewal or complaints
  • Flag follow ups and book appointments with clients
  • Send product information and/or proposal form to clients via email.
  • Advise clients on premium payment options
    Send mail shot/email broadcast
  • Perform investigation on general queries, complaints and follow up with other supporting departments
  • Actively participate in process improvement meetings as required
  • Prepare daily end shift reports


  • Minimum of 3-4 Years of experience in an Insurance Firm
  • Experience in handling Inbound Calls, Claims, Quotations & Complaints
  • Must have studied Insurance or Economics
  • Experience in
    the insurance industry is Mandatory
  • Excellent Command of English & Swahili
  • Certificate of Good Conduct is Mandatory
  • Flexibility to work in Shifts

    Skills and Competencies

  • Fluent in the English Language (must be well spoken)
  • Good IT literacy skills
  • Excellent communication skills – verbal and written
  • Service oriented mindset with a high degree of maturity
  • Ability to remain composed while handling stressful situations
  • Organized and meticulous in carrying out duties
  • Maintains a high level of integrity and observes confidentiality of client data.
  • Team player with pleasant disposition
  • Well presented and tactful
  • Numerate and quick thinker
  • Ability to multi-task

    How to Apply

    Qualified candidates to send in their resumes to clearly indicating the position on the subject line

    All Applications should reach us by 31st August 2018

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