Job Description

GA Insurance Limited

Job Title: Assistant Manager – Customer Experience

Reports To: General Manager, Marketing & Corporate Affairs

Department: Marketing & Corporate Affairs

Job Summary: The overall Purpose of the position is to maintain customer satisfaction for both internal and external customers of the Company, by providing problem-solving resources, managing staff and ensuring the smooth running of the Customer Experience Unit

Duties and Responsibilities:

• Developing, documenting, implementing and improving the Customer Service Charter


• Monitoring and measuring the Customer Experience in line with the Service Charter and Standards


• Ensuring follow-through of the resolution of customer issues post-escalation.


• Managing the organization’s service recovery policy/ initiatives.


• Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.


• Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.


• Specification of the customer relations manual functionalities and management of the same


• Performing continual Customer Service Training and Development


• Monitoring and reviewing the Customer Experience Unit’s performance


• Preparing periodical customer experience reports and other management reports relating to the Customer.


• Implement and Manage the Call Center for queries and information.


• Follow up on online quotations/ Queries to be responded on time from various departments.


• Audit and Compliance


• To ensure follow through of policies and procedures as set out

Job Holder Specifications:

Education / Qualifications:

• Relevant University Degree


• Relevant Professional Certifications


• Membership to a professional body


• Financial Services experience in a similar role will be an added advantage

Working Experience:

• 5 – 8 years’ experience

How to Apply

If you meet the above minimum requirements, send your c.v to careers@gakenya.com indicating the position applied for on the email subject line to be received on or before 1st November 2021.

Only shortlisted candidates will be contacted.

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