{"id":4014013,"url":"https://alion.io/job/ira-customer-care-assistant-i","title":"Customer Care Assistant I","company":{"id":2111039,"name":"IRA","domain":"ira.go.ke","url":"https://alion.io/company/ira-go-ke","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-10T05:42:00Z","employer_posted_date":null,"last_verified_at":"2026-11-10T05:42:00Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Customer Service Jobs, Insurance Regulatory Authority Jobs. The Customer Care Assistant I handles customer inquiries and front office support, requiring a Diploma in Customer Care/Public Relations/Communication, 6+ years experience (3+ as Customer Care Assistant II), and computer proficiency. Full-time role in Nairobi.\n\nResponsibilities\n\nDuties and responsibilities will entail:\n\nProviding expert assistance and supervision to customer care assistants, addressing inquiries, resolving issues, and ensuring overall satisfaction.\n\nLeading and guiding a team of customer care representatives, providing mentorship and support to enhance their performance.\n\nEnsuring telephone serviceability of telephone operations.\n\nHandling escalated customer concerns, finding effective solutions, and ensuring a positive customer experience.\n\nProviding customers with comprehensive and accurate information.\n\nMaintaining clear and concise communication with customers, team members, and other functional areas to facilitate efficient problem-solving.\n\nMonitoring and evaluating customer interactions to maintain service standards and identify areas for improvement.\n\nAnalysing customer data and feedback to identify trends, patterns, and areas for improvement in customer service processes.\n\nDeveloping and implementing improvements to customer service procedures to enhance efficiency and effectiveness.\n\nImplementing strategies to retain and build long-term relationships with customers.\n\nMaintaining detailed records of customer interactions and resolutions, contributing to a comprehensive knowledge base.\n\nStaying updated on industry trends and adapt to changes in customer needs, ensuring the team is equipped to provide relevant support.\n\nHandling disputes or conflicts with customers diplomatically, aiming for swift and fair resolutions.\n\nRequirements\n\nFor appointment to this grade, an officer must have at least:\n\nSix (6) years’ cumulative relevant work experience, three (3) of which should have been at the grade of Customer Care Assistant II or in a comparable position.\n\nDiploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.\n\nProficiency in computer applications.\n\nCompetencies and Skills\n\nCommunication skills\n\nInterpersonal skills\n\nReport writing skills\n\nPresentation skills\n\nHow to Apply\n\nClick here to apply","description_format":"text","description_chars":2473,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-10T11:47:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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