Customer Retention & Self-Service Assistant – 11 Vacancies – 1 Year Fixed-Term Contract – Britam, Nairobi 2025

Customer Retention & Self-Service Assistant – 11 Vacancies – 1 Year Fixed-Term Contract – Britam, Nairobi 2025

ESSENTIAL JOB DETAILS

• Position: Customer Retention & Self-Service Assistant
• Location: Nairobi, Kenya
• Type of Job: 1-Year Fixed-Term Contract, Full-Time
• Number of Openings: 11
• Job Category: Customer Service, Business Operations
• Reporting to: Retail Business Unit Leadership
• Application Deadline: 5th March 2025
• Employer: Britam

INTRODUCTION

Are you passionate about customer service and retention? Do you have experience in driving customer engagement through self-service channels? Britam is looking for a Customer Retention & Self-Service Assistant to enhance customer satisfaction, reduce churn, and promote self-service adoption across its retail business unit.

This role is a 1-year fixed-term contract based in Nairobi, Kenya, with 11 open positions available. As part of Britam’s customer-centric approach, you will work closely with multiple departments, including sales, marketing, operations, and forensics, to ensure seamless customer interactions and efficient service resolution.

If you are an analytical thinker with problem-solving skills and enjoy working with data-driven insights to improve customer retention strategies, then this role is for you!

ABOUT BRITAM

Britam is a leading financial services group in Kenya, offering insurance, asset management, and investment solutions. With a strong presence in East Africa, Britam is committed to delivering innovative products that cater to customers’ dynamic needs. The organization emphasizes digital transformation, customer satisfaction, and regulatory compliance, making it a preferred choice for individuals and businesses alike.

KEY RESPONSIBILITIES

• Work collaboratively with sales, marketing, product development, and operations teams to drive customer retention initiatives.
• Support and enhance customer self-service adoption through Britam’s online portals and mobile apps.
• Develop, review, and implement customer retention strategies and self-service processes.
• Utilize data analytics to design and implement proactive retention initiatives based on market trends and customer feedback.
• Ensure timely execution of all service requests received through self-service channels within agreed turnaround times (TATs).
• Assist in investigating and resolving fraud-related cases affecting retail customers in collaboration with the Forensics Department.
• Address and resolve customer complaints escalated through regulatory bodies such as the Insurance Regulatory Authority (IRA).
• Maintain and document resolved IRA-reported complaints within Britam’s Customer Relationship Management (CRM) system.
• Monitor and follow up on uncollected benefits to reduce financial exposure from unclaimed assets.
• Prepare weekly dashboards and monthly reports with key insights on customer retention and self-service performance.
• Support policy reinstatement efforts, including special and normal redating and revival processes.
• Drive customer portal and mobile app sign-ups, usage, and navigation through targeted engagement strategies.

QUALIFICATIONS AND SKILLS

• Bachelor’s degree in a business-related field.
• At least 1 year of experience in customer service, operations, or a related role.
• Strong analytical skills with experience in data-driven decision-making.
• Knowledge of self-service platforms (customer portals, mobile apps) and customer engagement techniques.
• Ability to work collaboratively with cross-functional teams.
• Excellent communication and problem-solving skills.
• Understanding of regulatory compliance in the financial services sector.
• Strong report writing and presentation skills.

COMPANY CULTURE AND VALUES

Britam fosters an inclusive, innovative, and performance-driven culture. The company is built on core values such as:

• Customer Focus: Commitment to delivering an exceptional customer experience.
• Integrity: Upholding the highest ethical standards in all operations.
• Innovation: Driving digital transformation and modern business solutions.
• Teamwork: Encouraging collaboration and shared success.
• Sustainability: Supporting long-term economic and social growth in East Africa.

HOW TO APPLY

Interested candidates are encouraged to apply online before the 5th of March 2025 via the official Britam job portal:

Apply Now

Ensure that you submit your updated CV and any additional documents requested by the employer. Shortlisted candidates will be contacted for further assessment.

ADDITIONAL ENGAGEMENT

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