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  • Posted: Jan 28, 2026
    Deadline: Feb 16, 2026
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  • Vision: To be the leading insurance industry regulator. Mission: To effectively regulate, supervise, develop the insurance industry and protect insurance beneficiaries. Core Values: (i)Accountability: -We exercise prudence in use of public resources entrusted to IRA. (ii)Team Spirit: -We work effectively with others across functional lines to a...
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    Senior Customer Care Assistant

    Job Specifications

    • Providing effective leadership to the customer service team, guiding and motivating staff to achieve departmental goals.
    • Developing and implementing strategies to enhance customer satisfaction, loyalty, and overall service quality.
    • Overseeing the training and development of customer service representatives to ensure they possess the necessary skills and knowledge.
    • Managing key customer relationships, addressing escalated issues, and ensuring prompt resolution.
    • Assessing and improving customer service processes.
    • Establishing and monitoring performance metrics to gauge the team's success in meeting service level agreements and customer satisfaction targets.
    • Collaborating with other functional areas to address systemic issues impacting customer satisfaction and coordinate efforts to enhance the overall customer experience.
    • Ensuring adherence to relevant laws, regulations, and company policies in all customer service activities.
    • Utilizing data analytics to gain insights into customer behavior and preferences, informing decision-making and service improvements.
    • Fostering clear and effective communication within the customer service team and across the organization.
    • Developing mechanisms for collecting and analyzing customer feedback, using insights to drive continuous improvement.

    Person Specifications

    For appointment to this grade an officer must have:

    • Nine (9) years’ cumulative relevant work experience, three (3) of which should be at the grade of Customer Care Assistant I or in a comparable position.
    • Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations, Communication Studies or equivalent qualifications from a recognized institution.
    • Certification in customer experience or its equivalent from a recognized institution.
    • Membership to a relevant professional body in good standing where applicable.
    • Proficiency in computer applications.

    Competencies and Skills

    • Communication skills
    • Interpersonal skills
    • Report writing skills
    • Presentation skills

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Insurance Regulatory Authority (IRA) on www.ira.go.ke to apply

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