Customer Service Job at Heritage Insurance

  • Full Time
  • Nairobi

Heritage Insurance

Job Summary

The incumbent in this role will be tasked with enhancing the overall customer experience with our brand.

Key Responsibilities

  • Deliver a high level of customer experience and uphold quality standards in daily operations.
  • Conduct daily service and communication checks to address or resolve customer requests through communication channels.
  • Respond promptly to customer queries, providing fair resolutions in compliance with company policies and governance, aligning with the customer charter.
  • Educate customers on products to ensure retention, increase sales revenue, and expand the organization’s customer base.
  • Support customer onboarding and quality checks for improved customer retention.
  • Identify and address customer needs promptly.
  • Escalate customer issues and challenges for resolution in a timely manner.
  • Handle customer calls, emails, and feedback within Service Level Agreements, policies, and the customer charter.
  • Actively participate in data enrichment, including data capture, review, analysis, and report generation as needed.
  • Proactively engage with customers to identify risks, problems, and potential opportunities.
  • Advocate for fair treatment of customers in the business.
  • Gather customer feedback and prepare reports for business review, process improvement, product enhancement, and employee training.
  • Support and promote customer experience training within the organization.


  • Bachelor’s Degree in Social Sciences or a business-related field.
  • ICX/CIM/MSK certification is an added advantage.


  • 2 years of experience in the insurance or financial services industry.


  • Superior interpersonal communication skills.
  • Emotional intelligence and maturity.
  • Understanding of personalities and matching communication styles.
  • Skillful in task prioritization and task execution.
  • In-depth knowledge of insurance solutions and awareness of market trends.
  • Good understanding of business operations.
  • Knowledgeable in customer service and customer experience measures.

Method of Application

If you meet the above requirements, kindly submit your application and updated CV to by November 30, 2023. Clearly indicate the job title in the subject heading. Heritage is an equal-opportunity employer that actively promotes diversity. Please note that only shortlisted candidates will be contacted. Ensure your application is in English.

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