Customer Operations Associate - Kenya

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

This role is the direct contact between Turaco and customers/policy holders. The Customer Operations Associate will speak with customers over the phone to explain insurance products, benefits, and payment methods to customers. The Associate will also upsell and cross-sell other products that are useful to the customer. 

Roles and responsibilities

Telesales 

• Engage at least 100 customers daily on the phone to upsell or cross-sell Turaco products while offering excellent customer service.
• Follow up and close on initial sales contacts.
• Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.
• Achieve agreed-upon sales targets within the stipulated schedule. 

Contact Center

• Explain technical product features and answer potential and existing customer questions about Turaco products.
• Understand and strive to meet or exceed Customer Operations center metrics while providing excellent, consistent customer service.
• Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco.
• Register new customers in our database and other data entry requests as needed.
• Address customer inquiries regarding products and claims submission, amongst others in a timely manner.
• Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.

Claims Administration

• Initiate, investigate, and process claims reported by Customers.
• Effectively communicate with customers, medical service providers, and co-workers to obtain all information needed to complete claims investigations.
• Obtain and review claim information, company policies, and insurance policy details to decide on the approval and/or settlement.
• Settle insurance claims by evaluating the facts of a customer's situation surrounding the claim, the documentation provided, and determining whether the loss is covered.
• Detect fraud and deploy mitigation techniques while safeguarding customer dignity.

Qualifications, Skills, and Experience 

• Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual
• A College diploma or Bachelor’s Degree (or equivalent post-secondary qualification) from an accredited Institution.
• Previous telesales experience, in a call center, or retail/service center where you have been selling a product or service to a customer directly,  preferred. 
• Fluency in English and Kiswahili is a requirement for this role. The ability to communicate with customers who speak your native language (mother tongue) is an added advantage. 
• Able to constantly operate a computer and record data with proficiency.
• Exceptional customer service with exceptional verbal and written communication skills. 

Application Instructions

Once you click the “Apply button,” you will be required to; 

• Share your details and upload your CV.
• Answer a questionnaire with 4 areas. To answer, make sure the device you are using can support typing and has a microphone and camera.