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Customer Experience Officer – Front Office
Job Ref. No. JAML027
Role Purpose
The role holder will serve as the primary point of contact for visitors, clients, and employees, playing a critical role in shaping the overall customer experience. This position is essential in fostering a positive and welcoming environment across all touchpoints, ensuring that every interaction reflects the company’s core values and commitment to delivering exceptional customer service.
Main Responsibilities
Client Interaction and Support:
- Serve as the first point of contact at the Upper Hill Service Centre branch, efficiently managing client inquiries, complaints, and service requests.
- Utilize Customer Experience (CX) CRM tools for tracking, reporting, and ensuring seamless client interactions.
- Provide comprehensive information about JAML services, guiding clients as needed to ensure their needs are met effectively.
- Maintain and regularly update client records, ensuring the highest level of data accuracy and integrity.
- Implement and monitor customer engagement, loyalty, and retention programs to enhance client satisfaction and foster long-term relationships.
- Oversee the management and presentation of customer experience reporting dashboards to provide insights into client interactions and service levels.
Operational Support:
- Collaborate with cross-functional teams and departments to address and resolve complex client issues, ensuring timely and satisfactory outcomes.
- Support the rollout and execution of new client service initiatives at the Upper Hill Branch, contributing to the continuous improvement of client services.
Administrative Duties:
- Manage daily administrative responsibilities, including scheduling meetings, overseeing document management, and preparing routine reports.
- Ensure the efficient operation of the office by coordinating tasks and facilitating communication between
Skills Required
- Excellent interpersonal and communication skills.
- Strong problem-solving abilities and a customer-oriented mindset.
- Organizational skills with attention to detail.
- Basic understanding of financial products and services.
- CRM experience in handling customer queries.
- Proven experience in sales, especially in telesales or customer service.
Key Competencies
- Strategic thinking and decision-making abilities.
- Strong problem-solving and analytical skills.
- Effective communication and interpersonal skills.
- Results-oriented mindset with a focus on delivering quality outcomes.
Qualifications
- Degree in Business Administration, Customer Experience, or a related field.
Relevant Experience
- Minimum of 2-3 years of experience in customer service, preferably within the asset management sector.
Telesales Agents – Cold Calling and Lead follow-up
Job Ref. No. JAML028
Role Purpose
The main purpose of this job is to drive revenue growth by actively generating and converting leads into customers, effectively managing the sales process through the CRM system, and promoting the company’s products and services. The role also involves providing valuable feedback on customer preferences and market trends to inform strategic decisions and enhance overall sales performance. The position is essential in ensuring that sales targets are met while maintaining high standards of customer engagement and satisfaction.
Main Responsibilities
Lead Generation and Conversion:
- Proactively initiate contact with potential customers through cold calling, utilizing leads generated by the Customer Relationship Management (CRM) system.
- Engage prospects in meaningful conversations, addressing their needs and concerns to effectively convert them into customers.
- Diligently follow up on all leads and inquiries, maintaining a strong pipeline of potential clients to maximize conversion opportunities.
Sales CRM Management:
- Maintain the CRM system with accurate and up-to-date information, recording all interactions with leads and tracking the outcomes of these engagements.
- Monitor and report on sales performance, analyzing lead conversion rates to identify trends and areas for improvement.
- Ensure the CRM database is meticulously managed, providing real-time insights into sales activities and customer interactions.
Product Promotion:
- Deliver comprehensive and accurate information about the company’s products and services, ensuring potential customers are fully informed of the value proposition.
- Customize product recommendations to align with the specific needs and interests of each customer, enhancing the relevance and appeal of the offerings.
- Act as a knowledgeable resource on the company’s product portfolio, providing expert guidance to assist customers in making informed purchasing decisions.
Sales Reporting and Feedback:
- Systematically track key sales metrics, compiling detailed reports that provide insights into sales performance, customer preferences, and emerging market trends.
- Communicate findings and feedback to the management team, contributing to strategic decision-making and the continuous refinement of sales strategies.
- Regularly report on sales performance and lead conversion rates, offering data-driven recommendations to enhance the effectiveness of sales efforts.
Skills Required
- Proven experience in sales, especially in telesales or customer service.
- Strong persuasive and negotiation skills.
- Ability to build rapport quickly and handle objections.
- Proficiency in using CRM systems.
- Excellent interpersonal and communication skills.
Key Competencies
- Strategic thinking and decision-making abilities.
- Strong problem-solving and analytical skills.
- Effective communication and interpersonal skills.
- Results-oriented mindset with a focus on delivering quality outcomes.
Qualifications
- Degree in Business Administration, Customer Experience, or a related field.
Relevant Experience
- At least 2-3 years of experience in telesales or customer service roles, preferably within the asset management sector.
Customer Experience Officer – Contact Centre
Job Ref. No. JAML028
Role Purpose The role holder plays a crucial role as the first point of contact for visitors, clients, and employees. He/she will be responsible for delivering exceptional Customer Service, managing inquiries, and facilitating various administrative tasks. This role is integral to creating a positive and welcoming atmosphere, ensuring that all interactions reflect the company’s values and commitment to excellent customer service
Main Responsibilities
Customer Engagement at the Contact Center:
- Handle Client Queries: Serve as the primary point of contact for all client inquiries received through the company’s call lines and digital platforms. Ensure that each query is addressed promptly and accurately, providing clear and helpful information to clients.
- Build Client Relationships: Engage with potential clients to establish rapport, taking the time to understand their unique needs and preferences. This personalized approach helps to foster trust and enhances the overall customer experience.
- Social Media Monitoring and Reporting: Actively monitor the company’s social media channels for client interactions, feedback, and inquiries. Compile and analyze data from these platforms to generate reports that provide insights into customer sentiment and emerging trends, ensuring the company remains responsive and proactive in its online presence.
Customer Outreach:
- Engage Existing Customers: Proactively reach out to existing Life and Health customers to introduce and promote JAML’s diverse range of products. Use these interactions as opportunities to strengthen customer relationships and enhance their overall experience with the company.
- Identify Cross-Selling Opportunities: Utilize customer data and insights to identify opportunities for crossselling additional products and services that align with the client’s needs and preferences. Effectively communicate the benefits of these offerings to encourage additional purchases and increase customer lifetime value.
Operational Support:
- Collaborate on Client Issue Resolution: Work closely with cross-functional teams and other departments to address and resolve complex client issues. Ensure that all client concerns are handled with the highest level of care and professionalism, leading to satisfactory outcomes and maintaining customer loyalty.
- Support New Initiatives: Assist in the implementation of new client service initiatives at the Contact Centre. This includes providing operational support, offering feedback, and helping to refine processes to enhance the efficiency and effectiveness of client service delivery.
Product Promotion:
- Inform and Educate Clients: Provide clients with detailed, accurate, and up-to-date information about JAML’s products and services. Ensure that all promotional efforts are aligned with the client’s needs, offering tailored recommendations that resonate with their specific interests and requirements.
- Tailor Recommendations: Customize product recommendations to match the unique needs and preferences of each client. This personalized approach not only enhances customer satisfaction but also increases the likelihood of successful product adoption and long-term loyalty.
Skills Required
- Excellent interpersonal and communication skills.
- Strong problem-solving abilities and a customer-oriented mindset.
- Organizational skills with attention to detail.
- Basic understanding of financial products and services.
- CRM experience in handling customer queries.
- Proven experience in sales, especially in telesales or customer service.
Key Competencies
- Strategic thinking and decision-making abilities.
- Strong problem-solving and analytical skills.
- Effective communication and interpersonal skills.
- Results-oriented mindset with a focus on delivering quality outcomes.
Qualification
- Degree in Business Administration, Customer Experience, or a related field.
Relevant Experience
- Proven track record of successfully managing complex projects from initiation to completion.
Method of Application
If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting the Job Reference Number and Position by 18th August 2024. Only shortlisted candidates will be contacted.