Customer Relations Officer

Customer Relations Officer

Insurance Regulatory Authority Of Kenya (Ira)

Customer Relations Officer

Details of the offer

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 QUALIFICATIONSEducation 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


Five (5) years’ experience in a similar position;

Specialist knowledge and experience in consumer relations management; and

Knowledge of insurance


Negotiation and analytical skills;

Communication and reporting skills; and

Organization and interpersonal skills



Ethical and integrity;

Team player; and

Ability to work under pressure, prioritize and multi-task


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

Job Requirements
Required education
: Diploma, Associate's degree

Required relevant work experience
: 3 years

Required languages:
English (Spoken: fluent | Written: fluent)
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