At Britam, we pride ourselves on delivering excellence in everything we do. As a leading diversified financial services group, we remain committed to offering innovative solutions and exceptional customer experiences that empower individuals and businesses to thrive. Our success is deeply rooted in our people—their dedication, professionalism, and passion to serve have helped us establish a strong reputation across the region.
As part of our continuous drive to enhance customer engagement and improve service delivery, we are seeking to hire highly motivated and service-oriented individuals to join our growing Contact Centre team. The role of Customer Service Assistant (1 Year Fixed-Term Contract) presents an excellent opportunity to be at the forefront of customer interaction, ensuring each client receives professional, timely, and effective support.
This position requires resilience, adaptability, and a genuine commitment to helping customers. It is a role that blends communication skills, problem-solving abilities, and multitasking in a fast-paced environment. If you thrive in delivering exceptional service, are passionate about people, and want to be part of a dynamic team, this opportunity is perfect for you.
Below, we provide comprehensive details of the role, including responsibilities, key performance measures, and expectations.
Job Title: Customer Service Assistant (1 Year Fixed-Term Contract)
Job ID: 25000002
Location: Nairobi, Kenya
Organization: Britam
Contract Type: Full-time (Fixed-Term, 1 Year)
Shift: Day Job
Openings: 26 positions
Job Posting Date: 18 September 2025
Closing Date: 23 September 2025
Job Purpose
The primary responsibility of the Customer Service Assistant is to deliver outstanding customer experiences across multiple communication platforms. The successful candidates will be at the heart of Britam’s Contact Centre operations, ensuring customer inquiries are handled efficiently, accurately, and with empathy.
This role requires individuals who can multitask, adapt quickly to various responsibilities, and consistently meet service standards while actively contributing to continuous improvement initiatives. The position offers an exciting opportunity to grow professionally, develop multiskilling capabilities, and play a vital role in enhancing customer satisfaction.
Key Responsibilities
As a Customer Service Assistant, you will be entrusted with a wide range of responsibilities aimed at ensuring seamless service delivery and customer satisfaction. Your duties will include but are not limited to the following:
- Customer Interaction: Respond promptly and professionally to customer queries across multiple channels, including phone, email, SMS, WhatsApp, social media, and web chat.
- Issue Resolution: Provide effective solutions to customer concerns at the first point of contact, minimizing the need for escalations.
- Customer Records Management: Update and maintain accurate customer information in all relevant systems and databases.
- Target Achievement: Consistently meet departmental and team performance targets, including service-level agreements (SLAs) and key performance indicators (KPIs).
- Escalation Handling: Manage escalated cases with urgency, ensuring that customers receive satisfactory resolutions.
- Bulk Communication: Support the execution of bulk communication campaigns such as SMS and email blasts to ensure effective information dissemination.
- Process Adherence: Follow established Contact Centre procedures and maintain the highest service standards.
- Continuous Improvement: Participate in initiatives aimed at improving service delivery and customer experience. Provide feedback and suggestions to enhance efficiency.
- Reporting: Prepare and share reports within stipulated timelines to support decision-making and communication across teams.
- Multiskilling: Develop the ability to handle multiple channels and tasks, ensuring you can provide support across all aspects of Contact Centre operations.
- Other Duties: Perform any other responsibilities as assigned to contribute to the smooth functioning of the Contact Centre.
Key Performance Measures
Your success in this role will be measured against specific performance indicators that reflect Britam’s commitment to service excellence. These include:
- Customer Satisfaction: Achieving and maintaining high customer satisfaction (CSAT) scores.
- First Contact Resolution: Effectively resolving customer issues at the first point of contact (FCR).
- Response & Resolution Time: Meeting agreed response and resolution time targets as per SLAs.
- Quality Assurance: Maintaining high-quality interaction standards as measured by quality assurance (QA) scores.
- Productivity Goals: Meeting daily and monthly productivity targets.
- Escalation Management: Handling escalations quickly and effectively to achieve positive outcomes.
- Channel Efficiency: Managing customer communication effectively across all platforms, including calls, emails, SMS, social media, and WhatsApp.
- Record Accuracy: Ensuring accurate and timely updates of customer information in the CRM system.
- Compliance: Adhering strictly to company policies, guidelines, and procedures.
- Multitasking Proficiency: Demonstrating the ability to handle multiple channels and tasks simultaneously.
Knowledge, Experience, and Qualifications
To succeed in this role, you will need the following background and skills:
- Education: A university degree in a social science or business-related field.
- Experience: Relevant experience working in a call centre or customer service environment.
- Technical/Functional Competencies:
- Ability to handle sensitive and confidential information discreetly.
- Strong organizational skills with the ability to prioritize work and meet tight deadlines.
- Excellent writing, analytical, and presentation skills.
- Proficiency in Microsoft Office applications (Word, PowerPoint, and Excel).
- Sound records management abilities.
- Strong planning and organizational skills.
Why Join Britam?
At Britam, you will become part of an organization that values innovation, professionalism, and service excellence. Joining our Contact Centre team provides:
- Career Development Opportunities: Exposure to a fast-paced service environment where you can develop multiskilling capabilities.
- Team-Oriented Culture: A supportive and collaborative workplace culture where every team member is valued.
- Impactful Work: The chance to directly influence customer satisfaction and contribute to Britam’s reputation for outstanding service.
- Professional Growth: Opportunities to enhance your skills in communication, problem-solving, and customer engagement.
- Dynamic Environment: An engaging and challenging environment that will keep you motivated and continuously learning.
This is more than just a job; it is an opportunity to build a career in a dynamic company committed to excellence.
Equal Opportunity Employer
Britam is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified individuals from all backgrounds are encouraged to apply.
How to Apply
If you are passionate about delivering exceptional customer service and meet the requirements outlined above, we invite you to apply for this exciting opportunity.
Applications should be submitted by 23 September 2025.
