Customer Relations Officer
| Location | Nairobi, Kenya |
| Date Posted | May 17, 2021 |
| Category |
Customer Service
|
| Job Type |
Full-time
|
| Currency | KES |
Description
Vision: To be the leading insurance industry regulator. Mission: To effectively regulate, supervise, develop the insurance industry and protect insurance beneficiaries. Core Values: (i)Accountability: -We exercise prudence in use of public resources entrusted to IRA. (ii)Team Spirit: -We work effectively with others across functional lines to accomplish objectives. (iii)Transparency: -We promote openness and candidness. (iv)Integrity: -We will serve our customers in an impartial, effective and professional way with the highest ethical standards. (v)Customer focus:-We are committed to achieving the highest levels of customer satisfaction. (vi)Creativity: -We believe in continuous improvements in the conduct of our business. The Insurance Regulatory Authority is a statutory government agency established under the Insurance Act (Amendment) 2006, CAP 487 of the Laws of Kenya to regulate, supervise and develop the insurance industry. It is governed by a Board of Directors which is vested with the fiduciary responsibility overseeing operations of the Authority and ensuring that they are consistent with provisions of the Insurance Act. The Authority is a precursor to the then Office of the Commissioner of Insurance that came into existence with the enactment of the Insurance Act, CAP 487 in 1986. Prior to this, insurance regulation was based on the UK legislation under the Companies Act 1960. In executing our mandate, we adhere to the core principles of objectivity, accountability and transparency in promoting not only compliance with the Insurance Act and other legal requirements by insurance/reinsurance companies and intermediaries but also sound business practices. We therefore practice regulation and supervision that enables industry players to be innovative and entrepreneural.
DIVISION/SECTION Consumer Protection
GRADE/LEVEL IRA 6
IMMEDIATE SUPERVISOR
Manager, Consumer Protection
PURPOSE OF THE JOB (JOB SUMMARY)
Responsible for coordinating customer service activities and ensuring provision of quality customer service so as to attain high levels of customer satisfaction through enhanced service delivery
Principal Responsibilities
Key Responsibilities Main task
- Customer Relations 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
Key Responsibilities Main task
- Administer regular questionnaires to customers and analysing responses
- Prepare regular and timely reports on customer service issues and developments
Required Qualifications
Education and knowledge
- Bachelor’s degree in a business, social sciences or related field;
- Certificate in customer relations/public relations or related field;
- KCSE minimum grade C+
- 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 inter personal skills
Competences
- Professionalism;
- Ethical and integrity;
- Team player; and
- Ability to work under pressure, prioritize and multi task
Applying Instructions
The details of the positions may be accessed by visiting the IRA website, www.ira.go.ke. Important:
Shortlisted candidates shall be required to present the following statutory documents during the interviews: Certificate of good conduct from the Director of Criminal Investigations, Clearance Certificate from the Higher Education Loans Board, Tax Compliance Certificate from the Kenya Revenue Authority, Clearance from the Ethics and Anti-Corruption Commission, and report from an approved Credit Reference Bureau.
Terms of Offer:
An attractive remuneration package commensurate with the responsibilities of the position will be negotiated with the right candidate.
If you believe you are the right candidate for the above position and can clearly demonstrate your ability to meet the job requirements given, please submit your application (clearly indicating on the envelope the reference number and position you are applying for) with a detailed CV, stating your position, current remuneration, qualifications, experience, names and addresses of three referees, email and telephone contacts together with copies of your certificates and national identification card to:
Commissioner of Insurance & Chief Executive Officer
Insurance Regulatory Authority
Zep-Re Place
P.O Box 43505-00100
Nairobi
EMAIL : careers@ira.go.ke
IRA is an Equal Opportunity Employer and Persons With Disabilities are encouraged to apply.
Note: only shortlisted candidates will be contacted and canvassing will result in automatic disqualification.
Closing Date : 24th May, 2021