Vacancy Announcement We are a reputable general insurance firm with a strong regional presence in Kenya looking to urgently fill the following position:   Job title: Customer Service Representative (Operations)   Department: Customer Experience   Reports To: Customer Experience Manager   Overall Responsibility   Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.   Key Tasks, Duties and Responsibilities Manage the customer feedback programme Manage the organizations customer loyalty programme Deliver service and support to end-users both internally and externally Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services Gather customer’s information and determine the issue by evaluating and analyzing the symptoms Provide internal training on products and services Research required information using available resources Follow standard processes and procedures Identify and escalate priority issues as per Client specifications Redirect problems to appropriate resource Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business Follow up and make scheduled call backs to customers where necessary Stay current with system information, changes and updates Education 1-2 years’ experience in customer service