APA Life Assurance Company Ltd is seeking a Customer Experience Executive to serve as the primary point of contact for clients. The role involves managing service and product inquiries across multiple channels (phone, email, and in-person) with the goal of achieving first-contact resolution. The successful candidate will maintain high service standards and collaborate with internal teams to ensure a seamless and professional client experience.
Key Responsibilities
Client Support: Act as the first point of contact, addressing all service and product inquiries via phone, email, and in-person interactions.
Issue Resolution: Collaborate with internal teams to resolve client queries, complaints, and escalations, providing accurate and timely solutions.
Records Management: Maintain organized and up-to-date documentation of all client interactions, transactions, and correspondence.
Workflow Operations: Manage workflow to meet client timelines, including processing orders, forms, applications, and other service requests.
Complaint Handling: Resolve client complaints within established turnaround times (TATs), ensuring root cause analysis and corrective action before closure.
Ticket Management: Oversee the ticket management system to track and address all client issues within agreed service level agreements (SLAs).
Front Office Standards: Uphold service excellence at the front office, promoting a professional and welcoming client environment.
Strategic Projects: Execute assigned projects and initiatives that contribute to team and organizational goals.
Requirements and Qualifications
Academic: Bachelor’s degree in Marketing or any other relevant course. (BA/BSc/HND or Diploma are acceptable).
Experience: At least 1 year of relevant work experience in a Customer Experience role.
Professional Certification: ACII or a Diploma in Insurance will be considered an added advantage.
Skills and Competencies
Strong interpersonal and communication skills.
Effective listening and problem-solving abilities.
High attention to detail and accuracy.
Proven time management skills.
Adaptability, initiative, and high stress tolerance.
Strong knowledge of insurance products.
How to Apply
Interested and qualified candidates should apply online through the APA Insurance portal at www.apainsurance.org. Alternatively, applications can be submitted via the recruitment link: https://www.myjobmag.co.ke/apply-now/1164622. Applications must be received by March 5, 2026.
How to Apply
Interested and qualified candidates should apply online through the APA Insurance portal at www.apainsurance.org or by following the application link: https://www.myjobmag.co.ke/apply-now/1164622. Ensure your application is submitted before the deadline of 2026-03-05.
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