Insurance Regulatory Authority Senior Customer Care Assistant Jobs in Kenya
Job Purpose
The Senior Customer Care Assistant is responsible for leading customer service operations, ensuring high service standards, enhancing customer satisfaction and strengthening stakeholder relationships.
The role provides leadership to customer care teams, manages escalated customer concerns and drives continuous improvement initiatives to enhance overall customer experience and service delivery.
Key Responsibilities
Customer Service Leadership
Provide effective leadership, guidance and motivation to the customer service team to achieve departmental objectives.
Oversee the performance, development and day-to-day management of customer care staff.
Ensure customer service representatives possess the necessary skills and knowledge through continuous coaching and development.
Customer Experience and Relationship Management
Develop and implement strategies aimed at improving customer satisfaction, loyalty and service quality.
Manage key customer relationships and address escalated complaints and concerns.
Ensure timely and effective resolution of customer issues.
Implement customer retention initiatives and relationship-building strategies.
Service Quality and Process Improvement
Assess existing customer service processes and recommend improvements.
Monitor service quality and ensure compliance with customer service standards.
Develop initiatives that enhance operational efficiency and customer experience.
Drive continuous improvement programs based on customer feedback and service performance data.
Performance Management and Monitoring
Establish and monitor customer service performance indicators and service level agreements (SLAs).
Evaluate team performance against customer satisfaction and operational targets.
Generate performance reports and recommend corrective actions where necessary.
Stakeholder Engagement and Collaboration
Collaborate with internal departments to address systemic issues affecting customer satisfaction.
Promote effective communication between customer service teams and other functional units.
Coordinate initiatives that improve overall stakeholder experience.
Compliance and Risk Management
Ensure customer service activities comply with applicable laws, regulations and organizational policies.
Support implementation of quality and risk management initiatives within
customer service operations.
Customer Insights and Analytics
Utilize customer service data and analytics to identify trends, behaviors and service improvement opportunities.
Develop systems for collecting and analyzing customer feedback.
Use insights to inform decision-making and improve service delivery.
Qualifications
Applicants should possess:
A Diploma in Customer Care, Front Office Management, Public Relations, International Relations, Communication Studies or an equivalent qualification from a recognized institution.
Certification in Customer Experience Management or an equivalent qualification from a recognized institution.
Professional Membership
Membership in a relevant professional body and in good standing where applicable.
Experience
At least nine (9) years of cumulative relevant work experience.
At least three (3) years of experience at the level of Customer Care Assistant I or in a comparable position.
Demonstrated experience in customer service supervision and stakeholder relationship management.
Additional Requirements
Proficiency in computer applications.
Required Competencies
Strong communication skills.
Excellent interpersonal and relationship management abilities.
Report writing and documentation skills.
Presentation and facilitation skills.
Leadership and team management capabilities.
Customer experience management expertise.
Analytical and problem-solving skills.
Performance management and coaching abilities.
How to apply
For more information and job application details, see; Insurance Regulatory Authority Senior Customer Care Assistant Jobs in Kenya
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