Key Responsibilities
Provide solutions to queries from both internal and external customers and liaise with other departments for any queries that cannot be handled at Customer Service desk
Handle initial claims processing at Customer Service desk
Manage all the emails, letters and parcels received at the Head Office relating to Claims and other client issues and capture to the relevant department while ensuring that confidentiality and relevant records are maintained at all times.
Manage movement of cheques and other forms of payments.
Custodian of customer service supporting documents at the Head Office and ensure branches have stock of the same.
Work with Agency Services to manage client concerns on complex policy queries and sustenance of the same in company books.
Collection of customer feedback via the existing tools and submission to the relevant party as per agreed timelines for further action
Coordination of utilization of marketing items such as brochures and other promotional materials such as client incentives and merchandize
Handle Premium Rating and Calculation.
Any other duties as assigned by management from time to time
Qualifications, Experience and Competencies
Bachelor’s Degree preferably in Business Management/Administration, Marketing, Communication or any other relevant field.
Experience in working with customer service related software such as CRM and use of Omni channel (call, email, chat).
Previous working experience at a call centre will be an added advantage.
1 year of work experience in a customer related position. Industry experience will be a plus.
Good analytical, problem-solving and critical thinking skills
Excellent Communication and presentation Skills
Ability to multi-task, prioritize, and manage time effectively
Customer orientation and ability to adapt/respond to different client temperaments and high pressure environment
Qualified candidates are requested to forward their CVs to the Group Human Resources Manager at: hr_recruitment@madison.co.ke before 14 th August 2023.
Apply via :
hr_recruitment@madison.co.ke
