Job Vacancy: Customer Service Associate (Ref: 26000007)

Primary Location: Dar es Salaam, Tanzania
Organization: Britam Insurance Tanzania Limited
Job Level: Entry Level
Job Type: Contractual, Full-time
Shift: Day Job
Job Posting Date: 23-02-2026
Application Deadline: 09-03-2026
Number of Openings: 2

Job Purpose

The Customer Service Associate will ensure exceptional customer experiences by addressing client queries, coordinating health and wellness sessions, facilitating feedback meetings, and maintaining accurate client data. The role also includes timely reporting and approval processing to support seamless service delivery at the client service points.

Key Responsibilities

Accurately capture and maintain client data
Prepare and issue medical cards within set timeframes
Respond to client queries via the 24/7 customer service line and emails within established timelines
Assess and respond to service provider approval requests within set service levels
Coordinate and facilitate quarterly client feedback meetings
Organize wellness and health talk sessions for clients
Prepare and send monthly outpatient fund reports to clients
Maintain and monitor gym membership registers and liaise with gym service providers
Deliver performance information to inform business recommendations and decisions
Adhere to key performance areas, deadlines, and operational goals
Communicate resource needs, opportunities, and achievements to management
Monitor priorities and objectives while understanding their impact on the organization
Disseminate knowledge accurately within the correct context to management
Uphold company values in all interactions
Ensure clients receive accurate information and consistent services across all channels
Provide seamless customer experiences and continuously improve service delivery
Engage in brand-building initiatives to become trusted partners to clients

Key Performance Measures

Number of health talks, wellness sessions, and feedback meetings conducted
Timely processing and dispatch of medical cards within agreed SLAs
Prompt response to all client and service provider queries
Customer retention measured by policy count
Customer Net Promoter Score (NPS)

Working Relationships

Internal Relationships:

Reportable to Manager, Medical Business
Collaborate with other departments as necessary

External Relationships:

Britam customers
Medical service providers
Other players in the medical insurance sector

Knowledge, Experience, and Qualifications

Diploma or higher in insurance, health-related fields, business, accounts, finance, or customer service
Computer literacy: MS Word, Excel, PowerPoint
Experience in the medical insurance industry is an advantage
Knowledge of Tanzanian insurance regulatory requirements
Familiarity with Britam products

Technical / Functional Competencies

Strong problem-solving skills
Proficiency in English and Kiswahili
Understanding of Britam products
Flexibility to learn and explore new knowledge
Excellent communication skills

TAP/CLICK HERE TO APPLY

To apply for this job please visit britam.taleo.net.

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