Senior Customer Care Assistant

About

The Senior Customer Care Assistant will lead the customer service team and implement strategies to improve customer satisfaction, loyalty and service quality. The role requires nine years of relevant experience, a relevant diploma, customer-experience certification, and computer proficiency. Job grade: IRA 6. Salary: Kes. 178,500p.m x 15,600–287,700p.m. Duty station: Insurance Regulatory Authority at Zep Re Place, 2nd Floor, Longonot Road, Upper Hill, Nairobi.

How to apply

Submit biodata online by filling in the form in the link titled “IRA Job Application November 2026 Fill in form” or by scanning the QR code. In addition, send a hard-copy duly signed application letter enclosing a Curriculum Vitae, copies of relevant academic and professional certificates, and a copy of National Identification Card. Include current salary, telephone number, e-mail address and names and addresses of three (3) referees familiar with the applicant's professional background and experience. Address applications to the Commissioner of Insurance & Chief Executive Officer, Insurance Regulatory Authority, Zep-Re Place, P.O Box 43505-00100, Nairobi; send by post or deliver to the Insurance Regulatory Authority at Zep Re Place, 2nd Floor, Longonot Road, Upper Hill. Applications should be sealed, marked Confidential and indicate the job reference.

Responsibilities

• 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.

Qualifications

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