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

Method of Application
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 by close of business on 24th May 2021 to:

Commissioner of Insurance & Chief Executive Officer
Insurance Regulatory Authority
Zep-Re Place
P.O Box 43505-00100
Nairobi
EMAIL : careers@ira.go.ke