Customer Care Assistant II

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 IIDIRECTORATE 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. Three (3) years’ cumulative relevant work experience at the grade of Customer Care Assistant III or in a comparable positionii. 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.ii. Proficiency in computer applications.Competencies and Skillsi. Communication skillsii. Interpersonal skillsiii. Report writing skillsiv. Presentation skills

RESPONSIBILITIES

Job SpecificationsDuties and responsibilities will entail:i. Managing incoming and outgoing calls and routing to appropriate persons.ii. Directing enquiries from external stakeholders to the relevant employees.iii. Managing guests in a professional manner.iv. Managing internal stakeholders.v. Monitoring flow of visitors for security controls.vi. Maintaining the appointment diary either manually or electronically.vii. Maintaining the facilities booking system i.e., booking of boardrooms and meeting rooms.viii. Scheduling appointments for internal and external stakeholders.ix. Maintaining call records and expenditure for monitoring purposes.x. Implementing Quality Management System standards and continuously identifying and managing risks.xi. Scheduling appointments for internal and external stakeholders.xii. Maintaining call records and expenditure for monitoring purposes.xiii. Providing information on the Authority’s products/services.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