Customer Service Assistant Job in Kenya

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Customer Service Assistant Job in Kenya

Customer Service Assistant

Job purpose:

Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.

Key Responsibilities:

  • Implement the customer experience strategy and ensure high standards of Customer Service are maintained at the branch level in the respective branch.
  • Investigate and respond to all customer enquiries promptly at the branch level.
  • Escalate complex queries to the appropriate functional area.
  • Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
  • Carry out customer, FA and product related document processing including scanning and indexing documents in the Document Management System.
  • Process pension queries and generate member statements on request.
  • Premium receipting and posting/allocating to the Line of Business systems and preparing daily premium reports.

  • Initiate processing of AMC business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
  • Maintain an accurate record of all customer interactions in CRM through walk-in clients, phone calls, letters, FAs, emails and other customer interactions.
  • Preparation of the branch operations reports.
  • Maintain a neat and accurate petty cash record book and ensure petty cash float levels are kept.
  • Hold brief in the event the underwriting associate is absent by performing that role/tasks.
  • Perform any other duties as may be assigned from time to time.
  • Drive customer self-service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
  • Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.

Key Performance Measures:

As described in your Personal Scorecard.

 Knowledge, experience and qualifications required:

  • Bachelor’s degree in a business related field.
  • At least 2- 4 years’ experience in a similar position.

Technical/ Functional competencies:

  • Customer service skills.
  • Decision making –ability to make strategic decisions in a timely and effective manner.
  • High moral and ethical standing.
  • Highly motivated.

How to Apply


Unposting Date: 01-02-2023

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