Customer Experience Executive, Contact Centre at Prudential Life Assurance Kenya

We are looking for a qualified candidate to fill this position. Principal Accountabilities - Always provide convenience to the customer by going out of the way to take service closer to the customer; ensuring that customers do not face any barriers to service, taking on and owning customers issues while seeking satisfactory solutions on customers’ behalf. - Promptly receive, acknowledge, and action customer engagements through email, call, text, or social media and ensure seamless interaction with the business. - Review and refer unresolved customer issues to the responsible departments while tracking resolution and feedback to customers. - Document all customer engagements and complaints, responses and solutions applied and analyze these engagements to derive trends and create reports that inform customer areas of satisfaction and friction, inform product/service design, and provide voice of customer in decision-making. - Use identified customer engagement trends to raise and pre-emptively resolve issues frequently raised by customers. - Explore opportunities to collect and update customer contact information, collect any premium in arrears, and notify customers of benefits due.  Qualifications - Bachelor’s degree in business-related or analytics field. - 2+ years’ experience within the industry with specific exposure to retail life operations. - Progress in professional insurance qualifications – CII/AIIK/LOMA is an added advantage. Check how your CV aligns with this job