Customer Experience Intern at CarePay Group

About the Company

CarePay Group is a rapidly expanding fintech firm with a global presence, boasting offices in Kenya, Nigeria, and the Netherlands. Our mission is to make mobile health insurance universally accessible by harnessing cutting-edge technology at minimal costs. We are at the forefront of revolutionizing the health insurance sector through mobile technology, creating a transformative smart payment distribution platform. This platform, rooted in the mobile money ecosystem, seamlessly connects patients, premium payers, insurers, and healthcare providers. By utilizing mobile health wallets, CarePay enables instant, cost-effective, and transparent healthcare transactions. Currently, our platform connects over 4.5 million participants and 1,200 healthcare facilities across Kenya and Nigeria. CarePay’s innovative approach has garnered international recognition, including the FT/IFC Transformational Business Award in 2017, the World Economic Forum’s Technology Pioneer accolade in 2018, and the Swiss Re Entrepreneurs for Resilience Award in 2019.

About the Job

We are seeking two enthusiastic Customer Experience Interns to join our team for a 3-6 month program. This internship offers a valuable opportunity for both personal and professional growth as you work alongside experienced team members. Interns will learn to deliver exceptional customer service across various channels, including hotline, social media, and other communication platforms.

Job Descriptions

  1. Customer Support: Provide comprehensive customer service by addressing inquiries via hotline, social media, and other contact modes.
  2. Service Excellence: Deliver prompt, courteous, and accurate responses to customer inquiries, ensuring professional service standards are met.
  3. Customer Retention: Build customer loyalty through effective problem-solving and exceptional customer care.
  4. Team Collaboration: Work closely with the customer experience team to enhance service delivery and maintain customer satisfaction.

Qualifications and Experience

  1. Education: Higher Diploma in a related field.
  2. Experience: Minimum of 1 year in Operations or Customer Service.
  3. Customer Relations: Strong background in customer relationship management.
  4. Industry Knowledge: Familiarity with customer service and operations, preferably within a call center environment; experience in healthcare insurance is a plus.
  5. Typing Proficiency: Ability to type at least 30 words per minute.
  6. Technical Skills: Competency with telephone and order booking systems.
  7. Communication Skills: Excellent verbal and written communication abilities.
  8. Conflict Resolution: Strong conflict resolution and negotiation skills.
  9. Interpersonal Skills: Excellent interpersonal skills with a proactive and assertive approach.
  10. Mental Alertness: High level of mental alertness and attention to detail.

Skills

  • Customer Service: Expertise in managing customer inquiries and building relationships.
  • Technical Proficiency: Familiarity with technical tools used in customer service.
  • Communication: Strong communication skills, both verbal and written.
  • Conflict Resolution: Ability to resolve conflicts efficiently.
  • Interpersonal Skills: Effective negotiation and interpersonal skills.

Languages

  • English: Proficiency in both spoken and written English.

Eligibility and Selection

  • Degree: Higher Diploma in a relevant field.
  • Experience: At least 1 year in Operations or Customer Service.
  • Skills: Strong customer service skills and technical proficiency.

Core Functions / Responsibilities

  • Provide comprehensive customer support via multiple channels.
  • Ensure prompt, courteous, and accurate responses to customer inquiries.
  • Build and maintain customer loyalty through effective problem-solving.
  • Collaborate with the customer experience team to enhance service delivery.

How to Prepare for a Customer Experience Intern Role at CarePay Group

  1. Research the Company: Understand CarePay’s mission, values, and technological innovations.
  2. Enhance Skills: Improve your typing speed, technical proficiency, and conflict resolution skills.
  3. Build a Portfolio: Highlight your customer service experience and any relevant projects.

Questions You Might Be Asked During a Customer Experience Intern Interview at CarePay Group

  1. Why are you interested in joining CarePay?
  2. How do you handle difficult customer interactions?
  3. Can you describe a time when you resolved a customer issue effectively?
  4. What technical tools have you used in previous customer service roles?

Tips to Nail Your Customer Experience Intern Interview at CarePay Group

  1. Be Prepared: Familiarize yourself with CarePay’s platform and customer service approach.
  2. Show Enthusiasm: Demonstrate your passion for customer service and your interest in the fintech and healthcare sectors.
  3. Highlight Skills: Clearly articulate your relevant skills and experience.
  4. Ask Questions: Prepare thoughtful questions about the role and the company to show your interest and engagement.

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