Customer Service Officer Job in Kenya

Job Ref. No: JAML020

Role Purpose

The role holder will interact with customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience.

Main Responsibilities


  • Greet and welcome clients visiting the office, providing a warm and friendly environment.
  • Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
  • Interacting with the clients as the first point of contact between the company and the customers at service center.
  • Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
  • Identifying and escalating complex customer issues to the appropriate departments for resolution.
  • Collaborating with team members and other departments to resolve customer problems effectively.
  • Contributing to team effort by accomplishing related results as needed.
  • Listen to clients’ inquiries, concerns, and requests, and provide accurate and timely responses.
  • Assist clients with unit trust-related questions, claims inquiries, and general unit trust servicing.
  • Process unit trust changes, endorsements, and cancellations accurately and efficiently.
  • Update client information and unit trust details in the database.
  • Build and maintain strong relationships with clients, fostering trust and loyalty.
  • Identify and address client needs, offering suitable solutions and assistance.
  • Follow up with clients to ensure their satisfaction and resolve any outstanding issues.
  • Maintain accurate and up-to-date client records, ensuring confidentiality and data protection.
  • Handle client correspondence via email, mail, or other communication channels.
  • Investigate and resolve client complaints or issues promptly and effectively.
  • Escalate complex or unresolved issues to the appropriate departments for further action.
  • Keep detailed records of client interactions, inquiries, and issue resolutions.


  • Compliance: Stay updated with industry best practices to ensure compliance with industry standards
  • Adherence to the laws and regulations of Kenya, the policies and regulations within the asset management industry and all internal company policies and procedures.
  • Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.


  • Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
  • Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
  • Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization’s objectives.

Key Competencies

  • Customer Service: Ability to provide excellent service and resolve customer inquiries and complaints.
  • Communication: Strong verbal and written communication skills to interact with customers and agents effectively.
  • Problem-solving: Aptitude for identifying and resolving customer issues by providing suitable solutions.
  • Active Listening: Ability to listen attentively to customers and understand their needs.
  • Adaptability: Flexibility to handle various customer situations and adapt to changing priorities.
  • Attention to Detail: Thoroughness in maintaining accurate customer records and analysing information.
  • Teamwork: Collaborative mindset to work effectively with colleagues and support team objectives.
  • Empathy: Ability to understand and empathize with customers’ concerns and provide appropriate support.


  • Bachelor’s degree in Business, Marketing or any other related course

Relevant Experience

  • Minimum 1-2 years’ experience in a similar role.
  • Experience in effectively resolving customer inquiries and complaints.
  • Familiarity with asset management or financial products and services is advantageous

How To Apply

If you are qualified and seeking an exciting new challenge, please apply via quoting the Job Reference Number and position.