Customer Relations Officer at Insurance Regulatory Authority (IRA)

Job Summary

Responsible for coordinating customer service activities and ensuring provision of quality customerservice so as to attain high levels of customer satisfaction through enhanced service delivery

REQUIRED QUALIFICATIONS

Education and knowledge

• Bachelors degree in a business, social sciences or related field;
• Diploma in customer relations/public relations or related field; and
• Proficiency in ICT

Experience

• Five (5) years’ experience in a similar position;
• Specialist knowledge and experience in consumer relations management; and
• Knowledge of insurance

Skills

• Negotiation and analytical skills;
• Communication and reporting skills; and
• Organization and interpersonal skills

Competences

• Professionalism;
• Ethical and integrity;
• Team player; and
• Ability to work under pressure, prioritize and multi-task

Responsibilities

• Initiate desired changes to improve customer service
• Monitor social media for complaints and issues raised against the Authority
• Receive and register complaints received against the Authority
• Initiate and follow up on the timely resolution of public complaints made against the Authority
• Coordinate and facilitate settlement of customer/stakeholders queries and inquiries and facilitating the flow of information between the Authority and its customers/stakeholders
• Assist in developing positive partnerships and relationships with customers and stakeholders
• Administer regular questionnaires to customers and analyzing responses
• Prepare regular and timely reports on customer service issues and developments