{"id":4014015,"url":"https://alion.io/job/ira-senior-customer-care-assistant","title":"Senior Customer Care Assistant","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":"senior","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":"2026-11-10T05:40:00Z","employer_posted_date":null,"last_verified_at":"2026-11-10T05:40:00Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Customer Service Jobs, Insurance Regulatory Authority Jobs. The Senior Customer Care Assistant oversees customer relations, requiring a Diploma in Customer Care/Public Relations, customer experience certification, 9+ years experience (3+ as Assistant I), professional membership, and computer proficiency. Full-time role in Nairobi.\n\nResponsibilities\n\nProviding effective leadership to the customer service team, guiding and motivating staff to achieve departmental goals.\n\nDeveloping and implementing strategies to enhance customer satisfaction, loyalty, and overall service quality.\n\nOverseeing the training and development of customer service representatives to ensure they possess the necessary skills and knowledge.\n\nManaging key customer relationships, addressing escalated issues, and ensuring prompt resolution.\n\nAssessing and improving customer service processes.\n\nEstablishing and monitoring performance metrics to gauge the team’s success in meeting service level agreements and customer satisfaction targets.\n\nCollaborating with other functional areas to address systemic issues impacting customer satisfaction and coordinate efforts to enhance the overall customer experience.\n\nEnsuring adherence to relevant laws, regulations, and company policies in all customer service activities.\n\nUtilizing data analytics to gain insights into customer behavior and preferences, informing decision-making and service improvements.\n\nFostering clear and effective communication within the customer service team and across the organization.\n\nDeveloping mechanisms for collecting and analyzing customer feedback, using insights to drive continuous improvement.\n\nRequirements\n\nFor appointment to this grade an officer must have:\n\nNine (9) years’ cumulative relevant work experience, three (3) of which should be at the grade of Customer Care Assistant I or in a comparable position.\n\nDiploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations, Communication Studies or equivalent qualifications from a recognized institution.\n\nCertification in customer experience or its equivalent from a recognized institution.\n\nMembership to a relevant professional body in good standing where applicable.\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":2431,"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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