ESSENTIAL JOB DETAILS

• Position Title: Customer Service Assistant – Britam (26 Posts)
• Location: Nairobi, Kenya
• Employment Type: Contract
• Number of Vacancies: 26
• Salary Range: KES 25,000 – 55,000 per month (the average market rate for financial services customer service roles in Nairobi)
• Category/Department: Customer Care / Contact Centre Operations
• Reporting To: Contact Centre Manager, Britam
• Application Deadline: September 23, 2025

INTRODUCTION

An exceptional career opportunity has opened for ambitious professionals seeking to join one of Kenya’s most dynamic financial institutions. The Customer Service Assistant – Britam role is more than just a job; it is a chance to contribute to a fast-paced, customer-focused environment where service excellence directly influences business growth and client satisfaction.

In today’s highly competitive financial services industry, organizations thrive by the quality of their customer experience. As a Customer Service Assistant – Britam, you will be at the frontline of delivering this experience — managing customer interactions across multiple digital and physical channels, resolving queries effectively, and ensuring every client feels valued. For those who wish to build a long-term career in financial services, this opportunity is not only an entry point but also a growth accelerator.

ABOUT BRITAM

Britam Holdings PLC, commonly known as Britam, is a leading diversified financial services group listed on the Nairobi Securities Exchange (NSE). With operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique, and Malawi, Britam has established itself as a pan-African powerhouse in financial solutions.

The company’s services span insurance, asset management, pension schemes, property management, and banking-related investment products. This diversified portfolio allows Britam to cater to a broad customer base, from individuals and SMEs to large corporations.

Britam’s reputation is built on its core values of respect, integrity, customer focus, innovation, and excellence. The company has won multiple awards, including recognition for being one of the best employers in East Africa and for its cutting-edge insurance innovations.

Working for Britam means joining a forward-looking, technology-driven financial group with a strong commitment to empowering employees. The company invests heavily in training, digital tools, and employee well-being, ensuring that staff members grow their careers while contributing to the organization’s vision of improving financial inclusion across Africa.

KEY RESPONSIBILITIES

As a Customer Service Assistant – Britam, you will carry out a wide range of customer-facing and operational duties designed to maintain high service standards and achieve organizational targets. These responsibilities include:

• Respond to customer queries across all channels (phone, email, WhatsApp, SMS, social media, and web chat) promptly and professionally.
• Resolve customer issues effectively at the first point of contact, minimizing escalations.
• Update and maintain customer records accurately in CRM systems and other relevant platforms.
• Meet departmental Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) including response times and resolution quality.
• Handle escalations and ensure satisfactory resolution in line with company policies.
• Manage and execute bulk communications such as SMS campaigns and email blasts.
• Prepare and share timely reports on customer interactions, feedback, and operational performance.
• Participate in service improvement initiatives, suggesting ways to enhance customer experience.
• Support contact centre operations by developing multiskilling capabilities across different customer touchpoints.
• Maintain high service quality standards while upholding Britam’s values in every interaction.

QUALIFICATIONS AND SKILLS

To succeed as a Customer Service Assistant – Britam, candidates are required to meet the following qualifications and demonstrate specific competencies:

• Bachelor’s degree in Business, Social Sciences, or related fields.
• Relevant experience in a contact centre or customer service role.
• Ability to discreetly handle sensitive and confidential information.
• Organizational and planning skills with proven ability to meet deadlines.
• Strong writing, analytical, and presentation skills.
• High proficiency in Microsoft Word, PowerPoint, and Excel.
• Demonstrated records management capability.
• Ability to multitask effectively across different communication channels.
• Strong interpersonal skills and commitment to teamwork.
• Customer-focused attitude, with ability to remain calm and professional under pressure.

COMPANY CULTURE AND VALUES

Britam is known for cultivating a corporate culture where customer focus meets innovation. Employees are encouraged to think creatively, embrace technology, and drive solutions that enhance client experience. The organization emphasizes respect and integrity, ensuring that all employees maintain professionalism and ethical standards in their work.

The company invests significantly in employee development. Staff members benefit from structured training programs, exposure to emerging technologies, and opportunities for career progression within the group’s wide range of subsidiaries.

Britam also promotes diversity and inclusion, ensuring fair representation and equal opportunity. Working here means becoming part of a culture that values collaboration, accountability, and continuous improvement. Employees are empowered to take initiative while being supported by strong leadership and resources.

HOW TO APPLY

Apply now for the Customer Service Assistant – Britam position.

Applicants should prepare the following documents:

1. A comprehensive CV showcasing relevant customer service and contact centre experience.
2. A tailored cover letter highlighting motivation and alignment with Britam’s values.
3. Copies of academic and professional certificates.

Qualified candidates should submit applications through Britam’s recruitment portal:
👉 Apply for Customer Service Assistant – Britam

Deadline for applications: September 23, 2025.
Only shortlisted candidates will be contacted. Britam is an equal opportunity employer.

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TAGS

Customer Service Assistant – Britam, customer care jobs in Nairobi, Britam vacancies Kenya, financial services customer service jobs Kenya, contact centre jobs Nairobi

—-END OF JOB DESCRIPTION—-

10 DETAILED ADMIN TIPS TO SUCCEED AS A CUSTOMER SERVICE ASSISTANT – BRITAM

1. Highlight Multichannel Customer Service Skills

To succeed as a Customer Service Assistant – Britam, you must demonstrate competence across multiple communication channels. Britam’s contact centre handles calls, emails, WhatsApp, SMS, live chat, and social media inquiries daily. Employers seek candidates who can handle these seamlessly while maintaining professionalism.

For example, consider a situation where a client inquires about an insurance policy renewal through WhatsApp while another follows up on a claim via email. A strong candidate shows the ability to switch between platforms without confusion, ensuring accurate and timely responses. This skill demonstrates adaptability and multiskilling, two of the most emphasized requirements in the job description.

To build credibility, highlight specific tools you’ve used. Mention CRM software, ticketing systems, or social media management tools. Employers at Britam want to see not just that you handled customers but that you did so efficiently across digital and traditional platforms.

When crafting your CV, avoid vague statements like “Handled customer inquiries.” Instead, specify measurable outcomes: “Responded to an average of 80+ multi-channel queries daily, achieving 95% customer satisfaction scores.” This communicates value in quantifiable terms.

Ultimately, demonstrating mastery of multichannel service proves you can thrive in Britam’s fast-paced environment, making you an ideal Customer Service Assistant – Britam candidate.

2. Emphasize First Contact Resolution (FCR)

One of the most critical performance indicators for a Customer Service Assistant – Britam is First Contact Resolution (FCR). This metric measures how often you solve customer issues on the first attempt without unnecessary escalations. High FCR scores mean satisfied customers and reduced workload for the company.

Imagine a client calls about a pension withdrawal. Instead of transferring them to multiple departments, you verify their details, explain the process, and guide them through the next steps within one call. That efficiency not only boosts client trust but also aligns with Britam’s SLA and KPI expectations.

To demonstrate this skill in your application, include examples where you resolved complex issues at first contact. Highlight training in product knowledge or problem-solving techniques that made it possible. Employers appreciate candidates who take ownership of customer concerns instead of simply passing them along.

During interviews, be prepared to explain a situation where you quickly identified the root cause of an issue and resolved it independently. Recruiters will see that you have the initiative and resourcefulness needed to deliver excellent service. By emphasizing FCR, you showcase yourself as a results-driven Customer Service Assistant – Britam who saves time, builds loyalty, and enhances efficiency.

3. Showcase Confidentiality and Professionalism

The financial services sector deals with highly sensitive client information — from investment records to insurance claims. As a Customer Service Assistant – Britam, your ability to maintain confidentiality and professionalism is non-negotiable.

Picture a scenario where a client calls to confirm their life insurance beneficiary details. Mishandling this sensitive data could have legal and reputational consequences. Employers want assurance that you can handle such information with integrity.

In your CV and interviews, reference specific times when you worked with confidential records. For example: “Managed sensitive client investment data while ensuring compliance with company data protection policies.” This shows recruiters you can be trusted with Britam’s reputation.

Professionalism goes hand in hand with confidentiality. Every customer interaction reflects the brand. Maintaining composure even when clients are upset is a hallmark of professionalism. For instance, calmly handling an irate client who complains about delayed claims shows emotional intelligence and brand protection.

Candidates who combine integrity, discretion, and professionalism stand out. Employers want a Customer Service Assistant – Britam who not only delivers quality service but also safeguards the organization’s reputation in the financial sector.

4. Demonstrate Strong Written Communication

A significant portion of client interactions at Britam occurs via email and live chat. To excel as a Customer Service Assistant – Britam, you must demonstrate exceptional written communication skills. Poorly written responses create confusion, while professional and empathetic replies enhance customer confidence.

For example, a customer may email about a rejected claim. Instead of sending a generic response, a skilled assistant crafts a detailed yet empathetic reply, clearly outlining reasons for rejection and possible next steps. Such responses reduce frustration and prevent escalation.

To demonstrate this competency, showcase prior experience in writing reports, crafting official client responses, or managing online communication platforms. Employers want to know you can balance clarity, empathy, and accuracy.

In interviews, you might be asked to draft a sample response to a customer complaint. Prepare by practicing clear, concise language. Avoid jargon and focus on actionable solutions.

Strong written communication is not just about grammar but about creating trust. A candidate who demonstrates this ability will stand out as a Customer Service Assistant – Britam, capable of upholding the company’s reputation through every digital interaction.

5. Exhibit Multitasking and Organizational Skills

The Britam contact centre is fast-paced, handling hundreds of interactions daily. A successful Customer Service Assistant – Britam must juggle multiple tasks simultaneously while maintaining accuracy and calmness.

For instance, you might need to resolve a live chat query while preparing a follow-up report and answering an incoming call. The ability to stay organized under such pressure directly impacts service quality.

On your CV, list experiences where you handled multiple customer service channels or exceeded productivity targets. Use quantifiable examples such as: “Handled 100+ calls and 40+ chat interactions daily, achieving 98% response rate within SLA timelines.” This demonstrates both multitasking and organizational capability.

Strong organizational skills also mean prioritizing effectively. If two urgent issues arise, you must know which to resolve first. This prevents delays and ensures customer satisfaction. Employers at Britam look for candidates who remain efficient even under heavy workload.

By proving your ability to multitask, you highlight your readiness to meet Britam’s high-performance standards. This is what makes a reliable Customer Service Assistant – Britam stand out.

6. Emphasize Teamwork and Collaboration

Customer service at Britam is not a solo function. A Customer Service Assistant – Britam must collaborate with colleagues, IT teams, claims officers, and supervisors to deliver solutions. Employers value team players who can build rapport across departments.

For example, consider a customer whose online payment failed due to a technical glitch. A skilled assistant escalates to IT while keeping the client updated, ensuring timely resolution. This shows collaboration and accountability.

In your application, emphasize past experiences working in teams. Mention projects where collective effort achieved success. For interviews, prepare examples that illustrate your ability to support colleagues, share knowledge, and resolve conflicts constructively.

Employers prefer candidates who foster positive team dynamics. Customer service thrives when individuals support each other, especially in high-pressure contact centre environments. A collaborative attitude ensures that Britam’s values of respect and excellence are upheld in every interaction.

Highlighting teamwork shows you are not just a frontline worker but a cooperative Customer Service Assistant – Britam who contributes to overall organizational success.

7. Highlight Analytical and Reporting Skills

Beyond frontline service, Britam values employees who contribute to continuous improvement. As a Customer Service Assistant – Britam, you will prepare reports and analyze customer feedback. This requires analytical skills that go beyond routine responses.

For instance, suppose you notice multiple complaints about delayed policy updates. Instead of treating each as an isolated case, you compile the data, present it to management, and recommend system adjustments. This shows initiative and adds value to the organization.

When crafting your CV, include any experience in preparing customer feedback reports, analyzing service trends, or recommending process improvements. Employers want candidates who can connect frontline experience with broader business strategies.

Analytical skills also reflect problem-solving ability. Employers look for candidates who can go beyond reporting problems to suggesting actionable solutions. By showcasing this, you position yourself as a proactive Customer Service Assistant – Britam who contributes to long-term service excellence.

8. Show Resilience and Calmness Under Pressure

Customer service in the financial sector often involves dealing with frustrated or emotional clients. A strong Customer Service Assistant – Britam remains calm, empathetic, and solutions-focused under pressure.

Imagine a customer calling angrily about delayed claim payments. Instead of matching their tone, you listen attentively, apologize sincerely, and provide a clear path forward. Such resilience not only diffuses tension but also protects Britam’s reputation.

In your application, include examples where you handled high-pressure situations. For instance: “Successfully managed high call volumes during system outages, maintaining a 90% satisfaction rate despite challenges.”

During interviews, employers may simulate stressful scenarios. Practice responding calmly, showing empathy, and steering the conversation toward resolution.

Resilience is about consistency. Even when workloads increase, a resilient assistant maintains quality. This ability assures Britam that you can handle the demands of their busy contact centre. A resilient candidate is exactly what Britam needs in a Customer Service Assistant – Britam role.

9. Demonstrate Knowledge of Financial Products

Britam offers diverse services — insurance, pensions, asset management, and investments. A strong Customer Service Assistant – Britam understands these products and explains them clearly to customers.

For instance, when a client asks about the difference between life insurance and an investment-linked policy, you should explain benefits, costs, and suitability without jargon. This builds trust and enhances customer satisfaction.

Applicants should demonstrate familiarity with financial products, either through prior experience or personal study. Highlight any roles in insurance, banking, or asset management. If you lack direct experience, research Britam’s product portfolio and familiarize yourself before interviews.

Knowledge of products reduces escalations and improves First Contact Resolution. Employers prefer candidates who don’t need extensive hand-holding but can immediately contribute to customer education.

By showing product knowledge, you position yourself as a trusted advisor, not just a call handler. That is the mark of a successful Customer Service Assistant – Britam.

10. Craft a Tailored CV and Cover Letter

The final and most practical tip is ensuring your application documents stand out. Many candidates fail because they submit generic CVs and cover letters. To succeed as a Customer Service Assistant – Britam, tailor your application to match the job description precisely.

Instead of writing “Handled calls,” highlight achievements: “Resolved 70+ customer queries daily across phone, email, and WhatsApp, maintaining 95% customer satisfaction.” This quantifies your value.

Your cover letter should show alignment with Britam’s values. Mention integrity, customer focus, and innovation. Demonstrate how your personal career goals align with the organization’s mission.

Avoid errors. A single typo in customer service applications can suggest carelessness. Proofread meticulously and ensure formatting is professional. Employers want applicants who demonstrate attention to detail from the outset.

Finally, follow instructions carefully. If the application portal requests documents in PDF, do not upload Word files. If the deadline is September 23, submit early to avoid technical issues. A tailored and professional application significantly boosts your chances of being shortlisted as a Customer Service Assistant – Britam.