Job Ref. No. JAML027
Position: Customer Experience Officer – Front Office
Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in
Mombasa. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite
insurer in East Africa, handling Life, Pensions, General and Medical Insurance. Today, Jubilee is the number one insurer
in East Africa with over 1.9 million clients. Jubilee Insurance has a network of offices in Kenya, Uganda, Tanzania,
Burundi, and Mauritius. It is the only ISO certified insurance group listed on the three East Africa stock exchanges – The
Nairobi Securities Exchange (NSE), Dar es Salaam Stock Exchange and Uganda Securities Exchange. Its regional offices
are highly rated on leadership, quality and risk management and have been awarded an AA- in Kenya and Uganda, and
an A+ in Tanzania. For more information, visit www.JubileeInsurance.com.
We currently have an exciting career opportunity for Customer Experience Officer – Front Office within Jubilee Asset
Management Limited. The position holder will report to the Manager – Fund Services and will be based at the Head
Office in Nairobi.
Role Purpose
The role holder will serve as the primary point of contact for visitors, clients, and employees, playing a critical role in
shaping the overall customer experience. This position is essential in fostering a positive and welcoming environment
across all touchpoints, ensuring that every interaction reflects the company’s core values and commitment to delivering
exceptional customer service.
Main Responsibilities
Client Interaction and Support:
1. Serve as the first point of contact at the Upper Hill Service Centre branch, efficiently managing client inquiries,
complaints, and service requests.
2. Utilize Customer Experience (CX) CRM tools for tracking, reporting, and ensuring seamless client interactions.
3. Provide comprehensive information about JAML services, guiding clients as needed to ensure their needs are met
effectively.
4. Maintain and regularly update client records, ensuring the highest level of data accuracy and integrity.
5. Implement and monitor customer engagement, loyalty, and retention programs to enhance client satisfaction and
foster long-term relationships.
6. Oversee the management and presentation of customer experience reporting dashboards to provide insights into
client interactions and service levels.
Operational Support:
1. Collaborate with cross-functional teams and departments to address and resolve complex client issues, ensuring
timely and satisfactory outcomes.
2. Support the rollout and execution of new client service initiatives at the Upper Hill Branch, contributing to the
continuous improvement of client services.
Administrative Duties:
1. Manage daily administrative responsibilities, including scheduling meetings, overseeing document management,
and preparing routine reports.
2. Ensure the efficient operation of the office by coordinating tasks and facilitating communication between
departments as needed
Skills Required
1. Excellent interpersonal and communication skills.
2. Strong problem-solving abilities and a customer-oriented mindset.
3. Organizational skills with attention to detail.
4. Basic understanding of financial products and services.
5. CRM experience in handling customer queries.
6. Proven experience in sales, especially in telesales or customer service.
Key Competencies
1. Strategic thinking and decision-making abilities.
2. Strong problem-solving and analytical skills.
3. Effective communication and interpersonal skills.
4. Results-oriented mindset with a focus on delivering quality outcomes.
Qualifications
• Degree in Business Administration, Customer Experience, or a related field.
Relevant Experience
• Minimum of 2-3 years of experience in customer service, preferably within the asset management sector.
If you are qualified and seeking an exciting new challenge, please apply via [email protected] quoting the Job Reference Number and Position by 18th August 2024.
Only shortlisted candidates will be contacted
