Customer Experience Associate Job Vacancy - Kenya Orient Insurance Limited

Kenya Orient Insurance Limited

Position Title: Customer Experience Associate

Reports To: Assistant Manager – Customer Experience

Job Purpose: This position will be responsible for promptly handling customers’ enquiries, analyzing and determining the service level and ensuring customer satisfaction.

Key Tasks, Duties and Responsibilities

  • Analyze and ensure customer enquiries are handled professionally and resolved within the agreed TAT to promote customer retention.
  • Ensure all customer enquiries, concerns and complaints are followed up within the stipulated time frame.
  • Assist in measuring customer satisfaction on an ongoing basis by conducting customer surveys and following up on customer feedback via the issues & recommendations tracker.
  • Maintain high professional standards and strive to provide quality services to clients.
  • Building and maintaining relationships with a range of stakeholders, including the ability to understand different stakeholder’s motivations and the ability to influence and persuade.
  • Support the claims manager in the implementation of customer service policies, procedures and standards by interpreting and communicating procedures to staff at all levels.
  • Place outbound follow-up calls to customers to sign up or renew their policies, claims acknowledgement and follow-up calls to service.
  • Assisting in designing and monitoring creative and effective customer service campaigns to improve service levels and staff awareness.
  • Liaise between the contact center and the unit on daily operations to track and report on company’s performance in delivering the defined customer experience.
  • Maintaining and updating customer service internal feedback mechanism.


  • A Bachelor’s degree in a business related field from a recognized university.
  • 2 years relevant experience in customer service.

How to Apply:

If you are interested in the position and have the required qualifications, skills and experience, kindly CLICK HERE and apply on or before Monday, January 9, 2023.