Are you passionate about customer service and making a difference in people’s lives? Britam is looking for a dedicated Contact Centre Assistant (Britam Microinsurance) to join our team. This role offers a unique opportunity to engage with clients, raise awareness about our innovative programs, and guide customers through the enrollment process. If you have excellent communication skills and a strong customer service background, this is the perfect role for you.
As a Contact Centre Assistant, you will be at the heart of our customer engagement efforts, supporting the Britam Lea Mama Program—an initiative aimed at providing vital insurance services to clients. Your primary objective will be to recruit 2,000 Britam customers into the program within a year, ensuring they receive the support and guidance needed for successful enrollment.
Job Title: Contact Centre Assistant (Britam Microinsurance)
Job Purpose
The successful candidate will be responsible for engaging with clients on a one-on-one basis, raising awareness about the Britam Lea Mama Program, guiding clients through the enrollment process, and performing additional duties as assigned.
Key Responsibilities
1. Client Engagement
- Conduct personalized interactions with clients to understand their needs and provide necessary support.
- Build trust and rapport with clients to foster long-term engagement and satisfaction.
2. Program Awareness
- Educate clients about the Britam Lea Mama Program, highlighting its benefits and features.
- Address client inquiries, ensuring they receive clear and accurate information about the program.
3. Enrolment Guidance
- Assist clients throughout the enrollment process for the Lea Mama Program.
- Ensure that clients complete all necessary steps to successfully join the program.
4. Additional Duties
- Perform other tasks as assigned by the supervisor to support the overall goals of the program.
5. Business Objective
- Successfully recruit 2,000 Britam customers into the Britam Lea Mama Program within one year.
- Support the evaluation and potential continuation of the program based on its success during the pilot phase.
6. Support Sales
- Generate sales leads through upselling and cross-selling by identifying customer needs and sharing valuable feedback with the team.
- Drive revenue growth and customer retention by strengthening customer relationships.
7. Service Improvement
- Utilize customer feedback to improve service quality and enhance customer satisfaction.
- Identify areas of improvement and work with the team to implement necessary changes.
8. Relationship Management
- Actively build, manage, and maintain strong customer relationships.
- Ensure top-of-mind awareness for our customers by consistently engaging with them and providing excellent service.
Knowledge, Experience, and Skills Required
Knowledge & Experience
- Minimum bachelor’s degree in a related field; additional qualifications in customer service or healthcare-related fields are a plus.
- Previous experience in a contact centre, customer service, or healthcare support role is preferred.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Ability to work independently and as part of a team.
- Proficiency in using customer service software and tools.
- Empathy and patience when dealing with clients.
Job Details
- Primary Location: Kenya-Nairobi-Nairobi
- Organization: Britam
- Job Type: Permanent
- Shift: Day Job
- Contract Type: Full-time
- Job Posting Date: 11-03-2025
- Unposting Date: 13-03-2025
- Number of Openings: 1
How to Apply
If you meet the above qualifications and are excited about this opportunity, we invite you to Apply Now and become a part of the Britam team!
