Customer Experience Executive, Contact Centre at Prudential Life Assurance Kenya

Principal Accountabilities

• Provide exceptional customer service by removing barriers to access, taking ownership of customer issues, and seeking satisfactory solutions on their behalf
• Promptly receive, acknowledge, and action customer engagements through email, call, text, and social media, ensuring seamless interaction with the business
• Review and refer unresolved customer issues to responsible departments while tracking resolution and providing feedback to customers
• Document all customer engagements, complaints, responses, and solutions applied
• Analyze customer engagement data to identify trends and create reports on areas of satisfaction and friction
• Provide voice of customer insights to inform product and service design decisions
• Use identified engagement trends to proactively resolve frequently raised customer issues
• Collect and update customer contact information and identify premium arrears
• Notify customers of benefits due

Required Qualifications

• Bachelor's degree in business-related or analytics field
• 2+ years' experience within the insurance industry with specific exposure to retail life operations

Preferred Qualifications

• Progress in professional insurance qualifications (CII, AIIK, or LOMA)