SENIOR 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: Senior Customer care AssistantDIRECTORATE: Directorate of Corporate ServicesDEPARTMENT: Corporate Communication and Public RelationsGRADE/LEVEL: IRA 6IMMEDIATE SUPERVISOR: Principal Corporate Communication and Public Relations OfficerPerson SpecificationsFor appointment to this grade an officer must have: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.Competencies and SkillsCommunication skillsInterpersonal skillsReport writing skillsPresentation skills

RESPONSIBILITIES

Job SpecificationsProviding 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.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, External communication, Customer service, Stakeholder communication, Interpersonal relationships building

REQUIRED EDUCATION

Diploma, Associate's degree