Jubilee Insurance Hiring Service Excellence Executive- social media – Nairobi Office

Role Purpose

The role holder will be responsible for driving customer-centric strategies and initiatives to enhance the overall customer experience and satisfaction within JHIL. This role focuses on enhancing customer satisfaction and engagement through various channels, with a specific focus on social media platforms and group emails. He/She will be responsible for managing our company’s social media presence, interacting with customers online, and ensuring a positive and seamless customer experience across all touchpoints.

Main Responsibilities

Operational

Community Engagement:

1. Foster a positive and vibrant online community by actively engaging with our audience on various social media platforms.
2. Respond promptly to comments, messages, and mentions in a personable and brand-consistent manner.
3. Monitor and moderate user-generated content to maintain a positive online environment.

Customer Support:

1. Manage and respond to customer queries and concerns channelled through group emails shared on our website.
2. Provide timely and accurate information, addressing customer inquiries with professionalism and empathy.
3. Collaborate with relevant teams to ensure complex issues are resolved effectively.

Analytics and Reporting:

1. Utilize social media analytics tools to track and measure community engagement metrics.
2. Prepare regular reports on key performance indicators (KPIs), summarizing audience sentiment and engagement levels.
3. Provide insights and recommendations based on data analysis to enhance community engagement strategies.
4. Monitor and achieve KPIs, such as engagement rate, response time, customer satisfaction score (CSAT), and resolution time for online queries.
   

Online Campaign Monitoring:

1. Utilize analytics tools to track key performance indicators (KPIs) and assess the success of online campaigns.
2. Proactively identify areas for improvement and optimization in ongoing and upcoming campaigns.
   

Issue Resolution:

1. Monitor social media channels and group emails for any issues or concerns raised by the community or customers.
2. Collaborate with the appropriate teams to resolve issues promptly and effectively.
3. Provide insights and recommendations for preventing similar issues in the future.