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...

Customer Care Assistant II - 2 Posts

Job TypeFull Time

QualificationDiploma

Experience3 years

LocationNairobi

Job FieldCustomer Care

Job Specifications

Duties and responsibilities will entail:

• Managing incoming and outgoing calls and route to appropriate persons.
• Directing enquiries from external stakeholders to relevant employees.
• Managing guests in a professional manner.
• Managing internal stakeholders.
• Monitoring flow of visitors for security controls.
• Maintaining the appointment diary either manually or electronically.
• Maintaining the facilities booking system i.e. booking of boardrooms and meeting rooms.
• Scheduling appointments for internal and external stakeholders.
• Maintaining call records and expenditure for monitoring purposes.
• Implementing Quality Management System standards and continuously identifying and managing risks.
• Scheduling appointments for internal and external stakeholders.
• Maintaining call records and expenditure for monitoring purposes.
• Providing information on the Authority’s products/services.
• Fostering a positive customer experience for overall satisfaction and loyalty.

Person Specifications

For appointment to this grade, an officer must have at least:

• Three (3) years’ cumulative relevant work experience at the grade of Customer Care Assistant III or in a comparable position.
• Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.
• Proficiency in computer applications.

Competencies and Skills

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

• Managing incoming and outgoing calls and route to appropriate persons.
• Directing enquiries from external stakeholders to relevant employees.
• Managing guests in a professional manner.
• Managing internal stakeholders.
• Monitoring flow of visitors for security controls.
• Maintaining the appointment diary either manually or electronically.
• Maintaining the facilities booking system i.e. booking of boardrooms and meeting rooms.
• Scheduling appointments for internal and external stakeholders.
• Maintaining call records and expenditure for monitoring purposes.
• Implementing Quality Management System standards and continuously identifying and managing risks.
• Scheduling appointments for internal and external stakeholders.
• Maintaining call records and expenditure for monitoring purposes.
• Providing information on the Authority’s products/services.
• Fostering a positive customer experience for overall satisfaction and loyalty.

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

• Three (3) years’ cumulative relevant work experience at the grade of Customer Care Assistant III or in a comparable position.
• Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.
• Proficiency in computer applications.