Customer Service Assistant (26 Vacancies) – Fixed-Term Contract (1 Year) | Britam | Nairobi 2025

Customer Service Assistant (26 Vacancies) – Fixed-Term Contract (1 Year) | Britam | Nairobi 2025

ESSENTIAL JOB DETAILS

• Position: Customer Service Assistant
• Location: Nairobi, Kenya
• Type of Job: Full-Time, Fixed-Term (1 Year Contract)
• Number of Vacancies: 26
• Industry: Customer Service, Insurance
• Application Deadline: March 5, 2025
• Employer: Britam
• Shift: Day Job

INTRODUCTION

This is an exciting opportunity for individuals passionate about customer service to join Britam’s Contact Centre team in Nairobi. As a Customer Service Assistant, you will play a crucial role in handling customer interactions across various communication platforms. The ideal candidate will be a proactive problem solver, skilled in handling customer queries with efficiency and professionalism.

Customer service roles are crucial in ensuring customer satisfaction and retention. As part of Britam’s team, you will be responsible for handling inquiries efficiently and ensuring that customers receive prompt solutions. This role requires patience, excellent communication skills, and the ability to handle high-pressure situations professionally. By maintaining high service quality, you will contribute to Britam’s reputation as a leader in customer satisfaction.

If you are passionate about customer service and want to develop your career in a dynamic work environment, this is an excellent opportunity to grow within a company that values customer experience and operational excellence.

ABOUT BRITAM

Britam is a leading diversified financial services group in Africa, providing insurance, asset management, and investment services. The company is known for its strong commitment to customer satisfaction, innovation, and excellence in service delivery. With operations spanning multiple countries, Britam continues to set industry standards by leveraging technology and customer insights to enhance service experiences.

Britam’s customer-first approach ensures that clients receive tailored services that cater to their specific needs. The company has won multiple industry awards for its dedication to service excellence and has invested significantly in digital solutions to streamline customer interactions. Employees at Britam benefit from an inclusive, supportive, and dynamic work environment that encourages professional growth and career development.

KEY RESPONSIBILITIES

• Handle customer queries across multiple communication channels, including phone, email, social media, WhatsApp, SMS, and web chats.
• Resolve customer issues effectively at the first point of contact to enhance customer satisfaction.
• Accurately update and maintain customer records in the company’s CRM system.
• Meet departmental performance targets, including SLA (Service Level Agreement) and KPI (Key Performance Indicator) goals.
• Address escalated customer concerns and ensure satisfactory resolution.
• Manage bulk communications such as SMS and email campaigns for customer outreach.
• Maintain high service quality standards while following the Contact Centre’s processes.
• Actively participate in service improvement initiatives and provide valuable feedback.
• Prepare and distribute reports to support data-driven decision-making.
• Perform additional duties as required and develop multi-tasking capabilities to support the overall Contact Centre operations.
• Analyze customer trends and feedback to identify common issues and recommend improvements in service delivery.
• Collaborate with internal teams to ensure that customer concerns are resolved efficiently and promptly.
• Stay updated on Britam’s products, services, and policies to provide accurate and up-to-date information to customers.
• Provide proactive customer service by anticipating client needs and offering relevant solutions before issues arise.
• Contribute to a customer-centric culture by maintaining a positive and professional attitude in all interactions.

QUALIFICATIONS AND SKILLS

1. Educational Background: Bachelor’s degree in social sciences, business, or a related field.
2. Experience: Previous experience in a call centre or customer service role is highly preferred.
3. Technical Skills:
   • Strong computer literacy, with proficiency in MS Word, Excel, and PowerPoint.
   • Knowledge of records management and customer relationship management (CRM) tools.
4. Soft Skills:
   • Excellent communication and interpersonal skills.
   • Ability to handle sensitive and confidential information with discretion.
   • Strong organizational skills with the ability to prioritize tasks and meet deadlines.
   • Analytical and problem-solving abilities for effective issue resolution.
   • Adaptability and resilience in a fast-paced customer service environment.
   • Ability to work both independently and collaboratively within a team.
   • Attention to detail to ensure accuracy in customer records and service resolutions.

COMPANY CULTURE AND VALUES

Britam prides itself on fostering an environment of inclusivity, teamwork, and continuous learning. Employees are encouraged to innovate and contribute towards improving service delivery. The organization values integrity, customer-centricity, and operational excellence, ensuring that every employee plays a part in driving the company’s mission and vision forward.

Britam invests in its employees by providing training programs, mentorship opportunities, and career progression paths. The company also promotes a strong work-life balance, recognizing the importance of employee well-being in achieving high-performance levels.

Additionally, Britam is committed to diversity and equal opportunity employment, ensuring that all employees are treated fairly regardless of gender, ethnicity, or background. The company’s core values include trust, accountability, and collaboration, which define its approach to delivering quality services to customers.

HOW TO APPLY

Interested candidates are encouraged to apply before the application deadline on March 5, 2025.

To submit your application, please visit the official Britam Careers Portal and complete the online application process.

Ensure that your application includes:

• An updated CV highlighting your customer service experience.
• A detailed cover letter outlining why you are the best fit for this role.
• Any additional certifications or recommendations relevant to the position.

Early applications are highly encouraged, as the hiring process may be completed before the official deadline.

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This is your opportunity to be part of a dynamic and customer-focused team at Britam. Apply today and take your career to the next level!

By joining Britam, you will gain hands-on experience in customer service, develop valuable industry skills, and have the opportunity to contribute to a company that values innovation and excellence. Don’t miss out on this chance to build a rewarding career with one of Kenya’s leading financial service providers.