Customer Operations Associate at Turaco in Nairobi, Kenya

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    Customer Operations Associate

    TuracoNairobi, Kenya

    Posted

    1 week ago

    Apply by

    25 Aug

    Full Time
    On Site
    Entry
    Banking, Insurance & Financial Services
    Admin & Office

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    Job Description

    As we launch our operations in Tanzania, we are utilizing our Kenya office as a strategic hub; therefore, this role will be based in Kenya while exclusively serving the Tanzania market. You will be the direct contact between Turaco and its customers, speaking with them over the phone to explain insurance products, benefits, and payment methods.

    Key Responsibilities

    • Explain technical product features and answer potential and existing customer questions about Turaco products.
    • Understand and strive to meet or exceed Customer Operations metrics while providing excellent, consistent customer service.
    • Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco.
    • Register new customers into our database and other data entry requests as needed.
    • Address customer inquiries regarding products and claims submission, amongst others on time.
    • Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.
    • Engage at least 100 customers daily on the phone to upsell or cross-sell turaco products while offering excellent customer service.
    • Follow up and close on initial sales contacts.
    • Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.
    • Achieve agreed-upon sales targets within the stipulated schedule.
    • Initiate, investigate, and process claims reported by Customers.
    • Effectively communicate with customers, medical service providers, and co-workers to obtain all information needed to complete claims investigations.
    • Obtain and review claim information, company policies, and insurance policy details to decide on the approval and/or settlement.
    • Settle insurance claims by evaluating the facts of a customer's situation surrounding the claim, the documentation provided, and determining whether the loss is covered.
    • Detect fraud and deploy mitigation techniques while safeguarding customer dignity.

    Required Qualifications

    • Live Turaco's values – Push boundaries, Work with excellence, and Profound respect for the individual.
    • A College diploma or Bachelor's Degree or equivalent post-secondary qualification from an accredited Institution.
    • Previous telesales experience, in a call center, or retail/service center, where you have been selling a product or service to a customer directly, preferred.
    • Professional Fluency in Swahili.
    • Able to constantly operate a computer and record data with proficiency.
    • Exceptional customer service with exceptional verbal and written communication skills.

    Job Details

    Job Function

    Admin & Office

    Education Level

    Bachelor’s Degree

    Area of Study

    Business

    Languages

    Swahili, English

    Additional Information

    How to Apply: Interested and qualified? Go to Turaco on turaco.breezy.hr to apply.

    Master the Phone: Turning Calls into Sales and Trust

    This role is the voice of Turaco in Tanzania, so your phone presence and ability to explain insurance clearly will be tested from day one. Hiring managers will look for someone who can handle high call volumes, upsell naturally, and keep customers feeling respected.

    1. Show your telesales wins: On your CV, list specific numbers: calls made per day, conversion rates, or sales targets met. If you don't have exact figures, describe your typical daily routine and how you handled objections.

    2. Prepare for a role-play: Expect to be asked to explain a simple insurance product over the phone. Practice breaking down complex terms into simple Swahili and English, and rehearse handling a hesitant customer.

    3. Prove your Swahili fluency: Be ready to converse in Swahili during the interview. Highlight any experience serving Tanzanian or East African customers, and show you understand cultural nuances in communication.

    4. Understand the metrics: The posting mentions engaging 100 customers daily and meeting sales targets. Think about how you would track your own performance and stay motivated during repetitive calls.

    5. Show empathy and dignity: Since you'll handle claims and fraud detection, emphasize your ability to treat customers with respect even when delivering bad news. Give an example of a time you de-escalated a difficult situation.

    6. Learn about microinsurance: Turaco offers affordable insurance to emerging consumers. Research how microinsurance works and why it matters in Africa. Mention this in your interview to show genuine interest.

    7. Be ready to learn products fast: The role requires deep product knowledge. Talk about a time you quickly learned a new product or service and successfully explained it to others.

    8. Ask smart questions: Prepare questions about the Tanzania market, team structure, and what success looks like in the first 90 days. This shows you're thinking beyond the job description.

    CareerSasa Safety Alert: Never pay employers or agencies for interviews, training, or job placement. Does a job request payment? Report it immediately using the "Flag" button. While CareerSasa vets job postings thoroughly, always verify opportunities independently.
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    Tags

    telesales
    customer service
    Swahili
    insurance
    claims