Job Description – Customer Service Associate (26000007)
Job Description
Customer Service Associate – (26000007)
Job Purpose and Key responsibilities
The role holder will be responsible for ensuring the customer expectations are exceeded by holding feedback meetings, health talk sessions and responding to their queries through email and helpline. The role-holder will also make sure monthly reports to clients and approval requests from medical service providers are attended timely, to provide seamless customer experience at the service point.
Key Responsibilities:
Accurate capture and maintenance of client data
Preparation and issuance of medical cards within set time frames
Attend to correspondences and client queries through our 24/7 customer service number and emails within set timelines
Assess and respond to service providers approval request within set service levels
Coordinate and facilitate clients quarterly feedback meetings
Coordinate and facilitate the clients wellness and health talk sessions
Prepare and send monthly outpatient fund reports to clients
Maintain and monitor the gym membership register and be the center of communication with gym service providers
Deliver on performance ret information in order to inform and advise the business in terms of the best possible recommendations and decisions;
Adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
Effectively communicate resource needs, possible opportunities and achievements to management;
Effectively monitor priorities and objectives;
Understand own objectives in relation to the larger organisational impact;
Effectively disseminate knowledge within the correct context, towards management;
Appropriately act out the company values;
Access accurate and consistent information and services across all channels;
Ensure a seamless experience for clients;
Improve service delivery for clients;
Engage in continuous brand building to become the trusted partners to clients.
Key Performance Measures.
Number of health talks, wellness and feedback meeting sessions
Timely processing and dispatch of cards within agreed Service Level Agreements
Timely response to all client and service providers queries.
Customer retention by policy count
Customer net promoter score
Working Relationships
Internal Relationships:
Accountable to Manager, Medical Business
Required to liaise and work closely with other departments as may be necessary
External Relationships:
Britam customers
Britam Medical service providers
Medical Insurance sector players
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
Holder of a diploma academic qualification and above in insurance, health related fields, business, accounts and finance and customer service are more preferred.
Computer skills, Ms Word, Excel & Power Point
Experience in medical insurance industry will be an added advantage
Knowledge of Tanzania insurance regulatory requirements
Knowledge of Britam products.
Technical/ Functional competencies
Problem solving skills
Competent in English and Swahili languages
Understanding of Britam products.
Flexible in exploring new knowledge
Excellent communication skills
Primary Location: Tanzania, United Republic of-Dar es Salaam-Dar es Salaam
Organization: Britam Insurance Tanzania Limited
Job Level: Entry Level
Job Type: Contractual
Shift: Day Job
Contract Type: Full-time
Job Posting: 23-02-2026
Unposting Date: 09-03-2026
Number of Openings: 2
How to Apply:
Job type Full-time Job, To submit your application, please follow the link provided below.
