Customer Operations Associate at Turaco

Customer Operations Associate at Turaco – Turaco Kenya Job Details

About the Role

Turaco is recruiting a Customer Operations Associate to serve as the primary point of contact between the company and its policyholders. This is a full-time position based in Kenya, working within a subscription-based insurance fintech that serves millions of customers across emerging markets. The role combines telesales, customer service, and claims administration—you will spend your day speaking with customers, explaining insurance products, processing claims, and driving product adoption through targeted outreach.

Turaco has insured 4 million customers since launching in February 2019 and is on track to triple in size over the next 24 months. The company operates on the principle that insurance should be accessible, affordable, and simple. As a Customer Operations Associate at Turaco, you will be central to delivering on that promise, whether you’re fielding customer inquiries, handling claims investigations, or converting sales leads into new policyholders.

Key Responsibilities

• Contact a minimum of 100 customers daily by phone to present upsell and cross-sell opportunities for Turaco products, maintaining high standards of customer service throughout each interaction.
• Follow up on initial sales leads and close deals within agreed timelines to meet assigned sales targets.
• Personalise the provided sales framework to align with individual customer needs and circumstances from the prospect list.
• Address customer inquiries regarding product features, benefits, payment methods, and claims processes, responding promptly and accurately to resolve issues.
• Initiate, investigate, and process insurance claims submitted by customers, gathering necessary information from customers, medical providers, and internal teams.
• Review claim documentation, policy terms, and company guidelines to determine claim eligibility and settlement amounts.
• Register new customers into the database and complete data entry tasks as assigned.
• Detect potential fraud indicators and apply appropriate safeguards while treating customers with respect and dignity throughout the claims process.

Requirements & Qualifications

• Diploma or Bachelor’s Degree from an accredited institution (or equivalent post-secondary qualification).
• Previous experience in telesales, a call center environment, or retail/service sector involving direct customer sales is preferred.
• Fluent in English and Kiswahili; ability to communicate in your native language is an advantage.
• Proficiency with computer systems and data entry applications; ability to work consistently on a computer for extended periods.
• Strong verbal and written communication skills, with a demonstrated ability to explain complex information clearly to diverse customers.
• Alignment with Turaco’s core values: pushing boundaries, working with excellence, and showing profound respect for individuals.

What to Expect

• You will be part of a team that values transparency and simplicity in everything it does, working within a high-growth fintech environment.
• Turaco actively embraces diversity and inclusion; the company prohibits discrimination and harassment based on any protected characteristic.
• This Customer Operations Associate at Turaco position in Kenya is open to qualified candidates on a rolling basis. Click Apply below to submit your application.