Assistant Manager Customer Service

AAR Insurance is a licensed financial services provider in Kenya and a member of the Association of Kenya Insurers (AKI) with presence across the country through its intensive branch and broker network.

Assistant Manager Customer Service

About the Job

• The key purpose of the role is to ensure effective and timely resolution of customer queries, complaints, and concerns across multiple service touchpoints, while maintaining consistently high standards of customer service. The role is also responsible for leading team training, coaching, and empowerment initiatives to strengthen service delivery capabilities.

• In addition, the position involves analysing premium and policy status trends to support portfolio retention and proactively engaging clients to mitigate policy lapses and exits. The role oversees the implementation of customer experience initiatives and provides strategic supervision of the Conservation, Branches, Service Centre, and Contact Centre teams to ensure seamless and exceptional service delivery.

• The role also involves monitoring key communication channels, optimizing operational efficiency and ensuring consistent adherence to the AAR service culture.

Duties & Responsibilities

• Ensure prompt response to clients through calls, emails, walk-ins and social media platforms.

• Maintain Contact Centre service levels within the stipulated metrics and ensure high-quality customer interactions.

• Manage and coordinate front office and contact center teams for seamless service delivery.

• Ensure timely escalation and resolution of customer issues through the established escalation paths and follow up to closure.

• Compile, analyze and share customer service reports and insights for decision-making.

• Manage performance, training and professional development of customer service staff.

• Anticipate potential customer needs or challenges and propose appropriate solutions.

• Oversee rota and shift management to ensure adequate staffing levels.

• Delegate tasks effectively and ensure timely completion.

• Ensure the Contact Centre, Front Office and info desk email accounts are always properly manned.

• Maintain an organized approach to handling customer information, ensuring confidentiality and accuracy.

• Drive adherence to company values, culture and customer service excellence standards.

Personal Attributes

• Develop, implement and maintain call service procedures, policies and standards for the department.

• Oversee implementation of customer experience strategy at various customer touch points to retain and strengthen existing business.

• Collaborate with sales, marketing, underwriting, care and claims teams to ensure consistent and seamless customer experience across all touchpoints.

• Lead, supervise and motivate the Contact Centre and Front Office teams to deliver exceptional customer service.

• Identify opportunities for business growth, market expansion, and improvements in products/services within the customer experience segment.