Customer Service Officer

Role Purpose

The role holder will serve as a frontline customer interface for Jubilee Life, delivering consistent, high-quality and brand-aligned customer service across all contact center channels. The role holder will be responsible for handling customer inquiries and complaints, providing accurate product and policy information and ensuring a positive customer experience that supports customer satisfaction, loyalty and the Jubilee Life brand promise.

Main Responsibilities:

Service Delivery

• Act as a first point of contact for customers across telephone, email, and social media channels.
• Provide accurate information on products, policies, procedures, and services.
• Respond to customer inquiries and complaints promptly within agreed turnaround times and service level agreements (SLAs).
• Resolve routine customer issues and escalate complex cases to senior officers or supervisors.
• Maintain accurate records of customer interactions in the CRM system.
• Ensure proper documentation and follow-up of all customer cases until closure.
• Identify opportunities to cross-sell and up-sell appropriate Jubilee Life products and benefits.
• Collaborate with internal departments to resolve customer issues efficiently.
• Contribute to workflow efficiency and continuous improvement within the contact center.
• Perform any other related duties as assigned by the Team Leader.

Jubilee Life Brand

• Act as a Jubilee Life Brand ambassador by delivering courteous, professional and empathetic service at all times.
• Ensure all customer interactions consistently reflect Jubilee Life’s values, tone of voice and brand promise.
• Promote a positive and trusted brand image through accurate information, ethical conduct and high service standards.
• Support initiatives aimed at strengthening customer loyalty and long-term customer relationships.

Corporate Governance

• Ensure compliance with all applicable insurance regulations, company policies, and internal procedures.
• Adhere to the laws and regulations of Kenya and the insurance industry.
• Maintain confidentiality and data protection standards in all customer engagements.
• Identify and escalate operational and service risks to the Team Leader.

People & Culture

• Cross-Functional Collaboration: Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group.
• Employee Collaboration Index: Participate in a minimum of 2 company projects per year with an 80% success rate and engage in at least 1 Group-wide project per year.
• Skills and Competency Development Index: 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges.
• Cultural Alignment Index (CAI): Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics.
• Conflict Resolution: Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
• Resource Advocacy: Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success.

Key Competencies

• Customer Focus. Delivers consistent, high-quality service and seeks to meet customer expectations.
• Communication Excellence. Communicate clearly and professionally across all channels, reflecting Jubilee Life’s tone and brand standards.
• Problem Solving. Identify routine customer issues and escalate complex cases appropriately.
• Active Listening. Listens attentively to understand customer needs and concerns.
• Adaptability. Adjust effectively to changing priorities, systems and customer situations.
• Attention to Detail. Maintain accurate records and ensure data and service quality.
• Teamwork. Collaborate effectively with colleagues and cross-functional teams.
• Empathy. Demonstrate care and understanding in all customer interactions.
• Brand Stewardship. Act as a Jubilee Life Brand ambassador and uphold the organization’s values and service promise.

Academic Background & Relevant Qualifications

• Bachelor’s degree in Insurance, Finance, Business, or a related field.
• Diploma in Insurance will be an added advantage.
• Minimum 1–2 years’ experience in a customer service or contact centre role.
• Experience within the insurance or financial services industry is an added advantage.

Skills Required:

• Accounting / Finance
• Customer / Service / Secretarial
• Sales / Marketing / Business / Management