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