26 Customer Service Assistants – Nairobi, Kenya – 2025

26 Customer Service Assistants – Nairobi, Kenya – 2025

Job Details

• Position: Customer Service Assistant
• Location: Nairobi, Kenya
• Type of Job: Full-time, Contractual
• Job Category: Customer Care
• Salary: Competitive (As per company policies)
• Reporting To: Contact Centre Manager
• Application Deadline: February 10, 2025
• Number of Openings: 26

Introduction

Are you passionate about customer service and enjoy helping others? This is an exciting opportunity to join a dynamic and fast-paced Contact Centre team where you will be responsible for handling customer queries, resolving complaints, and ensuring a seamless customer experience. This role is ideal for individuals who thrive in a customer-centric environment and are committed to delivering high-quality service.

The Customer Service Assistant will play a critical role in managing customer interactions across multiple channels, including phone, email, social media, WhatsApp, SMS, and web chats. The ideal candidate should possess excellent communication, problem-solving, and organizational skills to ensure efficient service delivery and a high level of customer satisfaction. If you are proactive, adaptable, and customer-focused, this position is perfect for you.

About Britam

Britam is a leading diversified financial services group operating in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique, and Malawi. The company offers a wide range of insurance, investment, and asset management solutions, providing innovative financial services tailored to individual and business needs.

With a strong focus on customer satisfaction, Britam is committed to delivering exceptional service and financial solutions to enhance the economic well-being of its customers. The company fosters a culture of excellence, integrity, and innovation, making it one of the most reputable and trusted brands in the industry.

To learn more about Britam, visit their official website.

Key Responsibilities

• Respond promptly and professionally to customer queries across multiple communication channels (phone, email, social media, WhatsApp, SMS, and web chats).
• Resolve customer issues efficiently at the first point of contact (FCR) to ensure a seamless customer experience.
• Update and maintain accurate customer records within the CRM system.
• Meet team and departmental service level agreements (SLAs) and key performance indicators (KPIs).
• Handle customer escalations with urgency, ensuring satisfactory resolutions.
• Manage bulk communications, including SMS and email campaigns.
• Ensure adherence to high customer service standards and follow all Contact Centre processes.
• Participate in service improvement initiatives and provide feedback for continuous enhancement.
• Prepare and share reports promptly to facilitate effective decision-making.
• Perform additional tasks as assigned, including developing multiskilling capabilities to support all Contact Centre operations.

Key Performance Indicators (KPIs)

• Achieve high customer satisfaction (CSAT) scores.
• Ensure a high first contact resolution (FCR) rate.
• Meet response and resolution time targets (SLAs).
• Maintain exceptional quality assurance (QA) scores for interactions.
• Consistently achieve daily and monthly productivity goals.
• Efficiently handle escalations and complaints.
• Manage communication across all channels (calls, emails, social media, SMS, WhatsApp, and web chats).
• Ensure accurate data entry and updates in the CRM system.
• Strict adherence to company policies and standard procedures.
• Successfully handle multiple tasks and communication channels (multiskilling).

Qualifications and Experience

• Bachelor’s Degree in a social science, business-related field, or equivalent.
• Proven experience in a Customer Service role within a call centre environment.

Technical & Functional Competencies

• Excellent communication skills, both verbal and written.
• Ability to handle sensitive and confidential information with discretion.
• Strong organizational and time management skills to handle multiple tasks efficiently.
• Analytical and problem-solving abilities to resolve customer issues effectively.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
• Ability to manage records and maintain updated customer databases.
• Strong attention to detail to ensure data accuracy and compliance.
• Ability to work in a fast-paced, high-pressure environment while maintaining professionalism.

Company Culture and Values

At Britam, we are dedicated to fostering a positive and inclusive work environment that encourages personal and professional growth. Our core values include:

• Customer-Centric Approach – We prioritize customer satisfaction by offering tailored financial solutions and exceptional service.
• Innovation – We continuously innovate and adapt to changing market needs.
• Integrity – We uphold ethical business practices and transparency in all our operations.
• Excellence – We strive for superior performance and high-quality service delivery.
• Teamwork – We encourage collaboration and mutual support among employees to achieve collective success.
• Diversity and Inclusion – We promote equal opportunities and a diverse workplace where everyone’s contributions are valued.

Apply Now for the Customer Service Assistant Role

If you are passionate about customer service and are looking for a rewarding career with growth opportunities, apply now to join our dynamic team at Britam.

To apply, click the [APPLY FOR JOB] button below and submit your updated CV and cover letter before February 10, 2025.

For more exciting job opportunities, visit our Job Listings page.

• Internal Job Listings Link: Find more customer service jobs in Kenya on our Job Listings page.
• Company Website Link: Explore more about Britam’s services and career opportunities on their Official Website.

Equal Opportunity Employer Statement

Britam is an equal opportunity employer committed to attracting and retaining the best talent from all backgrounds. Only shortlisted candidates will be contacted.

Ensure you apply before the deadline to be considered for this exciting opportunity!