Heritage Insurance Executive - Customer Experience Jobs in Kenya

Heritage Insurance Executive - Customer Experience Jobs in Kenya

Job Summary

The role holder will be responsible for improving the overall experience each customer has with our brand.

Key Responsibilities

  • Provide high level customer experience and maintain quality standard in daily operations

  • Conduct service and communication checks on daily basis to refer or resolve any requests from customers launched through communication channels

  • Respond to customer queries promptly and offer fair resolutions that are compliant to company policies, governance and are in line with customer charter

  • Inform and educate customers on products to ensure retention of existing customers, increase sales revenue and the organization’s customer base.

  • Support customer onboarding and quality checks to ensure customer retention

  • Establish customer needs and act promptly to address enquiries or requests

  • Prompt escalation of customer issues and challenges for resolution.

  • Handle customer calls, emails and feedback received in line with Service Level Agreements, policies, and customer charter

  • Actively participate in data enrichment which involves data capture, review, analysis and generate reports as may be required from system

  • Pro-actively engage with customers to identify risks, problems, and potential opportunities.

  • Champion customer fairness treatment in the business.

  • Procure customer feedback and prepare reports for
    business review and enrichment of processes, product, and skilling for people.

  • Support and champion customer experience training within the business


  • Bachelor’s Degree in Social Sciences or business-related field.

  • ICX/CIM/MSK certification is an added advantage.


  • 2 years’ experience in the insurance or financial services industry.


  • Superior interpersonal communication skills

  • Emotional intelligence and maturity

  • Understanding of personalities and matching mode of communication

  • Skilled in task prioritization and executing tasks.

  • In-depth knowledge in insurance solutions and abreast of market trends

  • Good understanding of business operations

  • Knowledgeable in customer service and customer experience measures

    How to Apply

    If you meet the above requirements, you are encouraged to forward your application and updated CV to vacancies@heritage.co.ke. Clearly state the job title on the subject heading.

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