Customer Service Officer (6 months Contract)

Position Overview

Jubilee Insurance is recruiting a Customer Service Officer for a 6-month contract position based in Nairobi, Kenya. 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

Brand Representation

• 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

Requirements

• Compliance with corporate governance standards and regulations

Job Reference

JLIL 376