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Job Details
Terms of Reference
Posted: 2025-11-30 11:39:11 Deadline: December 01, 2025 Full-time Salary: Confidential
The Customer Service Officer will serve as the first point of contact for customers and agents, ensuring excellent service delivery, timely resolution of inquiries and complaints, and accurate maintenance of customer records. The role supports customer satisfaction initiatives and ensures alignment with regulatory, operational, and organizational standards.
Key Responsibilities
Maintain a clean, functional, and presentable agency office environment.
Handle and resolve customer and agent inquiries and complaints within set turnaround times.
Provide accurate information on products and services to support customer decision-making.
Update and maintain customer account information and records accurately.
Resolve service issues by identifying causes, explaining solutions, and ensuring timely closure.
Support strategic initiatives aimed at improving customer satisfaction and loyalty.
Send customer communication such as arrear notices, lapse notices, renewals, and policy statements.
Prepare and analyze customer data to identify trends and areas requiring improvement.
Analyze customer and agent complaints and recommend solutions for root-cause issues.
Communicate policy changes clearly to clients and ensure understanding.
Collaborate with team members and support other duties as assigned.
Corporate Governance
Apply underwriting guidelines and ensure compliance with insurance regulations and internal policies.
Ensure adherence to statutory and regulatory requirements and support risk mitigation.
People and Culture
Participate in cross-functional projects to enhance collaboration and innovation.
Achieve annual training plan targets to support skill and career development.
Uphold Jubilee’s values and contribute to a positive team culture.
Address team or project conflicts constructively and advocate for required resources.
Qualifications
Bachelor’s degree in Insurance, Finance, Business, or a related field.
Diploma in Insurance is an added advantage.
1–2 years’ experience in a similar customer service role.
Experience handling and resolving customer inquiries and complaints.
Familiarity with insurance or financial products is an advantage.
Key Competencies
Excellent customer service and conflict resolution skills.
Strong communication skills, both verbal and written.
Problem-solving ability and attention to detail.
Active listening skills and empathy when dealing with clients.
Adaptability and the ability to manage multiple priorities.
Team-oriented mindset and collaborative work ethic.
Application Process
Interested and qualified candidates should send their application via email to Recruitment@jubileekenya.com, quoting the Job Reference Number JLIL 365 and Position in the subject line, by 1st December 2025.
Only shortlisted candidates will be contacted.
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