Assistant Manager Customer Service

About the role

The Assistant Manager Customer Service at AAR Insurance Kenya Ltd ensures timely and effective resolution of client queries, complaints and concerns across multiple channels while maintaining high service standards. The role also leads training, coaching and empowerment initiatives to boost service delivery capabilities.

Key responsibilities

• Respond promptly to client inquiries via calls, emails, walk‑ins and social media, maintaining contact centre service levels.
• Manage and coordinate front‑office and contact‑centre teams, overseeing rota, shift planning and performance monitoring.
• Escalate and resolve customer issues, compile and analyse service reports, and drive continuous improvement.
• Develop and enforce call service procedures, policies and standards, and track metrics such as NPS and CSAT.
• Collaborate with sales, marketing, underwriting, care and claims teams to ensure a consistent customer experience.

Required profile

• Minimum 2 years experience in a supervisory customer‑service role within insurance.
• Strong understanding of medical and general insurance products, policies and regulations.
• Bachelor’s degree in nursing or a related field.
• High integrity, professionalism and ability to work in a fast‑paced environment.

Required skills

• Proficiency with CRM systems and customer‑relationship technologies.
• Advanced Microsoft Word, Excel and PowerPoint skills.
• Ability to analyse data, identify trends and produce actionable insights.