The Assistant Manager Customer Service at AAR Insurance Kenya Ltd is responsible for ensuring timely and effective resolution of customer queries, complaints, and concerns across various service channels while maintaining high standards of customer service. The role involves leading training, coaching, and empowerment initiatives to enhance service delivery capabilities. Additionally, the position includes analyzing premium and policy trends to support portfolio retention and proactively engaging clients to prevent policy lapses. The Assistant Manager oversees customer experience initiatives and provides strategic supervision to Conservation, Branches, Service Centre, and Contact Centre teams to ensure seamless service delivery. Monitoring communication channels, optimizing operational efficiency, and upholding the AAR service culture are also key responsibilities.

Key Responsibilities

Respond promptly to client inquiries via calls, emails, walk-ins, and social media platforms.
Maintain Contact Centre service levels within set metrics and ensure high-quality customer interactions.
Manage and coordinate front office and contact center teams for smooth service delivery.
Ensure timely escalation and resolution of customer issues through established channels and follow up to closure.
Compile, analyze, and share customer service reports and insights to support decision-making.
Manage performance, training, and professional development of customer service staff.
Anticipate customer needs or challenges and propose suitable solutions.
Oversee rota and shift management to maintain adequate staffing.
Delegate tasks effectively to ensure timely completion.
Ensure proper management of Contact Centre, Front Office, and info desk email accounts.
Maintain confidentiality and accuracy in handling customer information.
Drive adherence to company values, culture, and customer service excellence standards.
Develop and maintain call service procedures, policies, and standards.
Implement customer experience strategies across touchpoints to retain and strengthen business.
Collaborate with sales, marketing, underwriting, care, and claims teams for consistent customer experience.
Lead, supervise, and motivate Contact Centre and Front Office teams to deliver exceptional service.
Identify opportunities for business growth, market expansion, and product/service improvements.
Monitor KPIs and metrics to assess performance and identify improvement areas.
Leverage innovative technologies and digital solutions to enhance customer experience and streamline operations.
Track customer experience metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for continuous improvement.
Investigate and resolve complex or escalated customer complaints with timely feedback.
Maintain accurate records of all customer interactions and correspondence.
Conduct financial analysis to identify cost-saving opportunities and recommend profitability strategies.
Collaborate on system enhancements and automation to improve operational efficiency.
Analyze statistics, call records, and customer feedback to evaluate service levels.
Recommend process improvements for Contact Centre and Front Office operations.
Ensure compliance with company operating standards and business guidelines.
Consistently achieve and sustain a 90% call service level target.
Promote AAR culture through time management, policy adherence, and performance standards.
Monitor all digital communication channels including emails and social media inquiries.
Oversee front office activities to ensure professional and efficient customer reception.
Coordinate and track inquiries from Agency offices and branches.

Requirements

Customer service and/or insurance qualification; COP, ACII, or IIK is an advantage.
Minimum of 2 years’ experience in a customer service supervisory role.
Strong understanding of medical and general insurance products, policies, and regulations.
Proficiency in customer relationship technologies and CRM systems.
Ability to analyze data and identify trends or patterns.
Demonstrated leadership skills including strategic thinking, customer orientation, decisiveness, results orientation, confidence, initiative, and team focus.
Bachelor’s degree in nursing or related field.
Expertise in time management, interpersonal and communication skills, analytical and problem-solving skills.
High integrity, professionalism, and accountability.
Ability to work effectively in fast-paced, deadline-driven environments.
Capability to identify process improvements and operational efficiencies.
Proficiency in Microsoft Word, Excel, and PowerPoint.

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Entry and Basic-level Customer support, client care jobs in Kitengela, Kenya

Assistant Manager Customer Service

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Assistant Manager Customer Service

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