Job Description
Position: Customer Service Assistant
Contract Type: 1-Year Fixed-Term Contract
Job Reference: 25000002
Location: Nairobi, Kenya
Number of Openings: 26
Job Purpose
Britam is seeking a highly motivated and customer-oriented professional to join our team as a Customer Service Assistant on a one-year fixed-term contract. The primary responsibility of this role is to ensure exceptional customer service delivery by managing customer interactions across multiple communication channels, including phone calls, emails, social media platforms, WhatsApp, SMS, and web chats.
The ideal candidate will be responsible for handling customer inquiries efficiently and resolving issues in a timely manner to ensure a seamless and positive customer experience. The role also demands adaptability, multiskilling capabilities, and a commitment to maintaining high service standards. Additionally, the Customer Service Assistant will contribute to process improvements and service enhancement initiatives within the Britam Contact Centre.
Key Responsibilities
- Customer Engagement:
- Respond to customer inquiries through multiple communication channels, including phone, email, social media, WhatsApp, SMS, and web chats.
- Maintain a professional, courteous, and empathetic approach in all customer interactions.
- Ensure timely and effective resolution of customer issues at the first point of contact (First Contact Resolution – FCR).
- Query Resolution & Issue Management:
- Provide accurate information to customers about Britam’s products and services.
- Troubleshoot customer complaints and offer solutions within the designated service level agreements (SLAs).
- Escalate unresolved issues to relevant departments for further action and ensure timely follow-ups.
- Customer Records Management:
- Update and maintain accurate and comprehensive customer records in the relevant Customer Relationship Management (CRM) system.
- Ensure customer interactions are properly documented for future reference and analysis.
- Service Level Adherence:
- Meet and exceed individual and team performance targets, including response time, resolution rate, and customer satisfaction (CSAT) scores.
- Adhere to established Contact Centre processes, policies, and quality assurance standards.
- Escalation Handling:
- Manage complex customer interactions and ensure effective resolution of escalated complaints.
- Work closely with supervisors and relevant teams to provide solutions to challenging customer issues.
- Bulk Communications Management:
- Coordinate and manage mass customer communication via SMS, emails, and other digital platforms.
- Ensure accurate and timely delivery of marketing campaigns and critical customer updates.
- Process Improvement & Service Enhancement:
- Participate in initiatives aimed at improving service delivery and enhancing the overall customer experience.
- Provide feedback and suggestions for refining contact centre operations and customer service processes.
- Reporting & Documentation:
- Prepare and submit timely reports on customer service activities, key performance indicators, and trends.
- Analyze customer feedback and provide insights for business improvement.
- Other Duties:
- Undertake additional responsibilities as assigned by management.
- Develop multiskilling capabilities to support various Contact Centre operations and functions.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) Scores: Maintain high levels of customer satisfaction by delivering excellent service.
- First Contact Resolution (FCR): Ensure that customer queries and complaints are resolved at the first point of contact.
- Response & Resolution Time (SLA): Meet the required service level agreement for query response and resolution.
- Quality Assurance (QA) Scores: Achieve high scores in interaction quality assessments.
- Productivity Targets: Attain set daily and monthly performance goals.
- Escalation Management: Handle escalations efficiently and ensure satisfactory resolutions.
- Multi-Channel Proficiency: Demonstrate competency in managing all customer service channels.
- CRM Accuracy: Maintain precise and updated customer records.
- Policy Compliance: Adhere to company policies and procedures at all times.
- Multiskilling & Adaptability: Successfully manage multiple tasks and responsibilities as required.
Qualifications, Experience & Competencies
Educational Qualifications:
- A university degree in a relevant field such as Social Sciences, Business Administration, Communication, or a related discipline.
Experience:
- Relevant experience in a Call Centre or Customer Service role is preferred.
- Prior experience in handling multi-channel customer service platforms (phone, email, social media, live chat, WhatsApp, SMS, etc.) is an added advantage.
Technical & Functional Competencies:
- Excellent Communication Skills: Strong verbal and written communication skills in English and Kiswahili.
- Problem-Solving Ability: Capable of diagnosing customer issues and providing effective solutions.
- Multitasking & Time Management: Ability to handle multiple queries simultaneously while maintaining efficiency and accuracy.
- Confidentiality & Discretion: Ability to handle sensitive and confidential customer information securely.
- Organizational Skills: Strong ability to prioritize tasks and manage workloads effectively.
- Computer Literacy: Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
- Data Entry & Record Management: Ability to update and maintain detailed customer records accurately.
- Analytical & Reporting Skills: Strong ability to analyze customer feedback and generate insightful reports.
- Adaptability & Flexibility: Willingness to learn new skills and adapt to evolving business needs.
- Team Player: Ability to collaborate effectively within a team-oriented environment.
Additional Information
- Work Schedule: Day shift, with possible variations based on operational needs.
- Job Posting Date: 03 March 2025
- Application Deadline: 05 March 2025
- Contract Duration: One year, with the possibility of renewal based on performance and business needs.
- Location: Britam Contact Centre, Nairobi, Kenya.
Why Join Britam?
Britam is a leading financial services company that values innovation, customer-centricity, and excellence. By joining our dynamic Contact Centre team, you will have the opportunity to grow your career in a professional and supportive work environment. We offer:
- A collaborative and inclusive work culture.
- Opportunities for career growth and development.
- Training and upskilling programs to enhance your customer service expertise.
- A chance to work with a reputable organization committed to delivering exceptional customer experiences.
