3 Apr 2017

Non-Voice Customer Service Job at Jubilee Insurance

We currently have an exciting career opportunity for Customer Service Representative – Non Voice. The post holders will report to the Manager Contact Center and will be based in Nairobi.

Role Purpose
Manage all social media channels to sustain an engaging Client experience and increase audience
satisfaction. To receive, analyze and respond to Client Queries and complaints on all the social media

Platforms, including and not limited to Web chats ,WhatSapp, Email, Facebook, Twitter, Instagram and LinkedIn.


  • Oversees all company’s social media platforms accounts management
  • Develops engaging, creative and innovative responses to clients interactions and enlighten audiences
  • Co-ordinates social media messaging to resolve client complaints and enquiries within the agreed SLA
  • Audits and analyses social media presences, including digital advertising costs and returns
  • Analyses social media campaigns with tracking systems to gather visitor data and determine efficacy and areas for social media improvement
  • Works with other departments to develop , manage escalations on social media within defined timelines
  • Monitors and develops performance reports and maintain a log of client queries and activities
  • Good command of written language in English and Kiswahili
  • Identify and escalate high level complaints or any issues which may put the business in disrepute/which could result in brand damage
  • Develop a friendly rapport with customers in 140 characters or less.


  • Graduate from recognized university
  • Excellent exposure to Digital environment
  • Proficient in the use of Microsoft Office suite and packages

Key Competencies.

  • Customer Service orientation
  • Data entry skills
  • Listening skills
  • Excellent writing skills
  • Negotiation skills
  • Adaptability
  • Effective time management
  • Attention to detail and Analytical
  • Good Interpersonal relationships
  • Ability to Multi-task
  • Ability to write, think and work quickly without losing focus
  • Passionate in a Client services environnement

How To Apply
Closing date: 10th of April 2017.

Submit your applications to

Kindly note that hardcopy CVs will not be accepted.

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