CUSTOMER CARE ASSISTANT I

ABOUT THE COMPANY

The Insurance Regulatory Authority is a statutory government agency established under the Insurance Act (Amendment) 2006, CAP 487 of the Laws of Kenya to regulate, supervise and develop the insurance industry. It is governed by a Board of Directors which is vested with the fiduciary responsibility of overseeing operations of the Authority and ensuring that they are consistent with provisions of the Insurance Act.

JOB SUMMARY

JOB TITLE Customer Care Assistant IDIRECTORATE Directorate of Corporate ServicesDEPARTMENT Corporate Communication and Public RelationsGRADE/LEVEL IRA 7IMMEDIATE SUPERVISOR Customer Care Assistant IIIPerson SpecificationsFor appointment to this grade, an officer must have at least:i. Six (6) years’ cumulative relevant work experience, three (3) of which should have been at the grade of Customer Care Assistant II or in a comparable position.ii. 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.iii. Proficiency in computer applications.Competencies and Skillsi. Communication skillsii. Interpersonal skillsiii. Report writing skillsiv. Presentation skills

RESPONSIBILITIES

Job SpecificationsDuties and responsibilities will entail:i. Providing expert assistance and supervision to customer care assistants, addressing inquiries, resolving issues, and ensuring overall satisfaction.ii. Leading and guiding a team of customer care representatives, providing mentorship and support to enhance their performance.iii. Ensuring telephone serviceability of telephone operations.iv. Handling escalated customer concerns, finding effective solutions, and ensuring a positive customer experience.v. Providing customers with comprehensive and accurate information.vi. Maintaining clear and concise communication with customers, team members, and other functional areas to facilitate efficient problem-solving.vii. Monitoring and evaluating customer interactions to maintain service standards and identify areas for improvement.viii. Analysing customer data and feedback to identify trends, patterns, and areas for improvement in customer service processes.ix. Developing and implementing improvements to customer service procedures to enhance efficiency and effectiveness.x. Implementing strategies to retain and build long-term relationships with customers.xi. Maintaining detailed records of customer interactions and resolutions, contributing to a comprehensive knowledge base.xii. Staying updated on industry trends and adapt to changes in customer needs, ensuring the team is equipped to provide relevant support.xiii. Handling disputes or conflicts with customers diplomatically, aiming for swift and fair resolutions.HOW TO APPLYThe interested applicants to submit their applications online by filling the form provided on the IRA website.All applications must be received by close of business at 5.00 pm on Monday, 16th February, 2026.COMPLIANCE REQUIREMENTIn accordance with The Employment (Amendment) Act, 2022, the Authority will require candidates it will enter into a written contract of service with to comply with Chapter Six of the Constitution by submitting mandatory compliance and clearance certificates from the relevant entities.Insurance Regulatory Authority is an Equal Opportunity Employer committed to diversity, gender equality and persons with disabilities (PWDs) are encouraged to apply. Any form of canvassing will lead to automatic disqualification and only shortlisted candidates will be contacted for interviews.IRA IS ISO 9001:2015 CERTIFIED

REQUIRED SKILLS

Internal communication, Scheduling, External communication, Answering telephones and call management, Customer service

REQUIRED EDUCATION

Diploma, Associate's degree