Customer Service Assistant (1 Year Fixed-Term Contract)
Nairobi
Posted 07 May, 2026
Deadline 14 May, 2026
0
Customer ServiceContractorEntry-level(0-1 yr)
Job Description
Role Overview
Britam is a leading diversified financial services group listed on the Nairobi Securities Exchange with a presence across Eastern and Southern Africa. We are seeking a Customer Service Assistant for a one-year fixed-term contract. The primary purpose of this role is to ensure the provision of consistently high-quality customer experience through quality service interactions by the Contact Centre team. This involves complying with overall service strategies and standards while ensuring the Centre remains fully accessible and available to customers.
Key Responsibilities
Multichannel Support: Respond to customer queries on assigned channels including email, social media, WhatsApp, SMS, and web chats promptly and professionally.
Operational Efficiency: Maintain desirable service levels for Contact Centre operations and resolve customer issues effectively at the first point of contact.
Record Management: Update and maintain accurate customer records in relevant systems.
Performance Targets: Meet specific team and departmental targets, including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Communication Management: Manage bulk communications such as SMS and email campaigns.
Process Adherence: Follow Contact Centre processes to maintain high service levels and adhere to best practice standards relative to best-in-class contact centres.
Continuous Improvement: Participate in service improvement initiatives and provide feedback to enhance customer experiences.
Reporting: Prepare and share reports promptly to support timely decision-making and effective communication.
Skill Development: Develop multiskilling capabilities to support all Contact Centre operations and perform any other duties as assigned from time to time.
Requirements and Qualifications
Education: A University degree in a social science or business-related field.
Experience: Relevant experience in a call centre and/or customer service environment is required.
How to Apply
Interested and qualified candidates should submit their applications through the Britam career portal via the link provided below.
Interested and qualified candidates should apply online through the Britam Taleo portal. Use the following link to access the application page: https://www.myjobmag.co.ke/apply-now/1222456
