Customer Service Associate

Reference Number: 26000007

Job Purpose

The role holder will be responsible for ensuring 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 ensure monthly reports to clients and approval requests from medical service providers are attended to promptly, to provide a 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 requests within set service levels.
• Coordinate and facilitate clients' quarterly feedback meetings.
• Coordinate and facilitate 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 information to inform and advise the business in terms of the best possible recommendations and decisions.
• Adherence to key performance areas, deadlines, and goals to optimize 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 organizational 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 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

• Holder of a diploma academic qualification and above in insurance, health-related fields, business, accounts and finance, and customer service are highly preferred.
• Computer skills: Ms Word, Excel & Power Point.
• Experience in the 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.

Job Details

• 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: 2026-02-23
• Unposting Date: 2026-03-09
• Number of Openings: 2

How to Apply:

Applications should be submitted through the Britam Insurance Tanzania Limited recruitment portal. Interested candidates are encouraged to apply before the unposting date.