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Open nowPosted 26 days ago

Customer Operations Associate - Tanzania

turaco10 open roles

Where
Nairobi, Kenya
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Your applicationOpen nowCustomer Operations Associate - Tanzaniaturaco · Nairobi, Kenya

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  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 26 days ago

The posting

About Turaco

It is existentially urgent to figure out a way to insure people who are not insured. Turaco’s mission is to free people from the fear of financial shocks. Our 25-year goal is to insure a billion people, doubling the number of people insured in the world.

Turaco is a high-growth, well-capitalised fintech start-up in Africa that brings a new innovative insurance model to emerging customers. Turaco offers subscription-based insurance for the mass market bundled with regular transactions that people are already doing. Turaco works through partners to provide affordable insurance products that add real value to people’s lives. At Turaco, we value simplicity, communication, and transparency and strive to transform how insurance works. When it comes to claims, our goal is to make the process as simple as possible and pay out fast.

Turaco embraces diversity and inclusion in the workplace - we’re building a team where our differences complement each other and make us stronger. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

Since launching in February 2019, Turaco has cumulatively insured 4 million customers to date. Over the next 24 months, we are on track to triple in size, and we’re looking for team members who can grow with us. To learn more, visit www.turaco.insure

About the role

The Customer Operations Associate will report to the Customer Operations Lead. As we launch our operations in Tanzania, this role will be based in Kenya while exclusively serving the Tanzania market, using our Kenya office as a strategic operational hub. The ideal candidate must be Tanzanian, whether currently living in Kenya or Tanzania. Candidates currently based in Tanzania must be willing to relocate to Kenya for the role.

The Customer Operations Associate is Turaco's direct point of contact with our customers and is accountable for what those customers experience. This contact reaches customers through several channels, including phone, WhatsApp, other approved digital channels, and in person in the field. The Associate is expected to work across all of these channels, explaining insurance products, benefits, and payment methods clearly; guiding customers through claims accurately and on time; and spending regular, planned time at partner branches and in the communities our customers come from, supporting partner teams and bringing back insights from the field.

Where Turaco's approved AI tools support customer and claims work, the Associate will be expected to use these tools while also checking and reviewing their output before it reaches a customer, and escalating recurring errors to help improve the tools over time.

The role covers the full breadth of Customer Operations work, and this breadth is central to the position rather than incidental. Claims administration, customer surveys and Voice of Customer activities, outbound and IVR campaigns, backlog clearance, and partner engagement are all core responsibilities. The Associate is expected to be able to take on any of these activities and move between them as Customer Operations priorities require, with the appropriate training, tools, and support provided.

Roles and responsibilities

Contact Center

● Explain product features, benefits, eligibility, claims requirements, and other relevant information to potential and existing customers. ● Respond to customer inquiries through phone, WhatsApp, and other approved customer support channels. ● Understand and strive to meet or exceed agreed Customer Operations service levels and performance metrics. ● Learn and maintain strong knowledge of all relevant Turaco products and partnerships. ● Register and update customer information accurately in TACO and other approved systems. ● Address customer inquiries relating to products, policies, claims, and customer support within agreed timelines. ● Respond efficiently and accurately to customers, provide clear solutions, and ensure customers feel valued. ● Follow up on unresolved customer issues and escalate cases that cannot be resolved at first contact. ● Maintain accurate notes and records of customer interactions. ● Support inbound and outbound customer campaigns as assigned.

Customer Engagement and Outbound Activities

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