Background

The Insurance Regulatory Authority (IRA) is the leading insurance industry regulator. Its mission is to effectively regulate, supervise, develop the insurance industry and protect insurance beneficiaries. The core values include Accountability and Team Spirit.

Duties and Responsibilities

The Customer Care Assistant III will be responsible for:

• Managing incoming and outgoing calls and routing them to appropriate persons.
• Directing enquiries from external stakeholders to the relevant employees.
• Managing guests in a professional manner.
• Managing internal stakeholders.
• Monitoring the 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.
• Providing information on the Authority’s products/services.

Qualifications and Requirements

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

• A Diploma in any of the following fields: 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 the 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 room.
• 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.

• Communication skills
• Interpersonal skills
• Report writing skills
• Presentation skills
• Proficiency in computer applications

• Diploma in Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.