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Assistant Manager Customer Service at AAR Insurance
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (29 Sep 2026) Deadline: 9 Oct 2026 Updated about 4 hours ago
How to Apply
Apply via the AAR Insurance careers site (careers.aar-insurance.com).
Job Description
The Assistant Manager of Customer Service leads a team to deliver timely and high‑quality support across multiple channels. They monitor contact‑centre performance, coach staff, and drive initiatives to improve service standards. The role also analyses policy trends to aid portfolio retention and ensures adherence to the company’s service culture.
Qualifications & Requirements
- • BA/BSc/HND degree or professional certificate in a relevant field
- • Minimum of 2 years experience in a supervisory customer‑service role
- • Strong communication, coaching, and interpersonal skills
- • Ability to analyse data and identify trends affecting customer satisfaction
- • Demonstrated capability to lead and motivate teams
Required Skills
Responsibilities
- • Ensure prompt response to client inquiries via calls, emails, walk‑ins, and social media platforms
- • Maintain contact‑centre service levels within stipulated metrics and uphold high‑quality customer interactions
- • Lead team training, coaching, and empowerment initiatives to strengthen service delivery
- • Analyse premium and policy status trends to support portfolio retention and mitigate policy lapses
- • Supervise and coordinate the Conservation, Branches, Service Centre, and Contact Centre teams to ensure seamless service
- • Monitor key communication channels and optimize operational efficiency in line with the AAR service culture