Customer Relations Officer at Insurance Regulatory Authority (IRA)

REF: CRO/04

Job Purpose

The job holder is responsible for implementing strategies aimed at enhancing and maintaining service delivery and customer experience for increased customer satisfaction and establishment of a positive reputation and corporate image.

Job Specifications

The duties and responsibilities entail:

• Implement activities articulated in the customer relations strategies for enhanced customer experience, value addition, customer satisfaction and support the realization of strategic objectives.
• Receive, register and maintain a database of all complaints lodged at the Authority.
• Investigate, resolve or escalate (where necessary) and provide feedback to customers as appropriate.
• Prepare monthly customer relations report.
• Maintain customer relationships to build a reputation for excellent service
• Monitor social media for complaints and issues raised against the Authority and provide/coordinate the provision of responses
• (Initiate and follow up on the timely resolution of public complaints made against the Authority.
• Implement the customer satisfaction survey recommendations to address service gaps identified during annual surveys
• Prepare quarterly implementation reports
• Implement innovative customer service initiatives to keep abreast with emerging customer needs and expectations.
• Implement the customer relations management systems using CRM programs to enhance customer service and experience across all departments

Persons Specifications

• Bachelors degree in Mass Communication, Communication Studies, Journalism, Public Relations or any other approved equivalent qualifications from a recognized University/Institution;
• Be a member of a relevant professional body
• Certificate in Computer proficiency
• Meet the provision of Chapter Six of the Constitution of Kenya

Competencies and skills

• Excellent oral and written communication skills
• Strong communication and presentation skills
• Good analytical skills
• Problem solving
• Professionalism