Insurance Regulatory Authority (IRA)
Job Field Customer Care
Job purpose
The position is responsible for providing professional and efficient front office services to uphold the corporate image of the Authority.
Senior Customer Care Officer Job Specifications:
Duties and responsibilities will entail:
- Managing incoming and outgoing calls and route to appropriate persons.
- Directing enquiries from external stakeholders to relevant employees.
- Managing guests in a professional manner. Managing internal stakeholders.
- Monitoring flow of visitors for security controls.
- Maintaining the appointment diary either manually or electronically.
- Maintaining the facilities booking system i.e. booking of boardrooms and meeting rooms.
- Scheduling appointments for internal and external stakeholders.
- Maintaining call records and expenditure for monitoring purposes.
- Implementing Quality Management System standards and continuously identifying and managing risks.
Persons Specifications
- Bachelors’ Degree in of the following fields:
- Public Relations, Mass Communication, Communication Studies, Journalism, International relations or any other approved equivalent qualifications from a recognized institution.
- Certificate in Customer care or equivalent qualification is an added advantage.
- Possess three (3) years’ experience in a customer experience role.
- Certificate in Computer proficiency.
- Meets the requirements of Chapter Six of the Constitution.
Competency and Skills
- Good communication skills.
- Good organization and interpersonal skills.
- Ethical and integrity. Team player.
Career Advice for a Senior Customer Care Officer
As a Senior Customer Care Officer, you’re not just solving customer issues—you’re guiding teams, improving service delivery, and aligning support functions with business goals. To thrive in this role, you need a strategic mindset, emotional intelligence, and mastery of tools and data.
1. Lead Through Coaching and Mentorship
Mentoring junior staff and providing constructive feedback is essential. Develop leadership skills by learning how to coach teams, manage performance, and handle team conflicts professionally. Strong leadership fosters a service culture and drives team effectiveness.
2. Leverage Data for Insights
Use customer service analytics (e.g., response times, CSAT, NPS) to identify patterns, improve processes, and report impact to management. Familiarity with CRM dashboards (e.g., Salesforce, Zendesk) and Excel/Google Sheets is a big plus.
3. Innovate Customer Experience (CX)
Stay updated with evolving customer expectations. Integrate AI chatbots, streamline omnichannel communication, or suggest improvements to feedback loops. Being proactive in enhancing CX adds strategic value to your role.
4. Build Cross-Department Collaboration
Work closely with sales, product, and IT teams to resolve systemic issues and improve customer satisfaction. Strong collaboration leads to better resolution times and long-term solutions.
5. Stay Certified and Educated
Consider certifications in Customer Experience Management, Leadership, or Six Sigma for process improvement. These boost your profile and prepare you for managerial promotions.
Salary Approximation: In Kenya, a Senior Customer Care Officer earns approximately KES 80,000 to 150,000 per month, depending on the industry and organization size.
Would you like help finding top certification programs to boost your skills further?
To apply for this job please visit www.ira.go.ke.