Customer Service Assistant

About the role

The Customer Service Assistant will be the primary point of contact for walk‑in customers and policyholders, delivering front‑line service, supporting policy administration, KYC follow‑up, and first‑level underwriting and claims documentation.

Key responsibilities

• Greet walk‑in customers, provide prompt, courteous service and log inquiries.
• Resolve routine policy servicing requests and forward complex issues to relevant departments.
• Follow up outstanding KYC requirements with customers and intermediaries to ensure compliance.
• Conduct verification and policy education calls to confirm client understanding.
• Assist with first‑level underwriting by collecting and reviewing proposal forms and supporting documents.
• Support initial claims intake, ensuring documentation completeness before submission.
• Promote digital self‑service channels to reduce over‑the‑counter transactions.
• Maintain accurate records in the CRM system and coordinate with underwriting, claims, finance and marketing.
• Monitor service turnaround times, complaint volumes and report on performance metrics.

Required profile

• Diploma or bachelor’s degree in Business Administration, Insurance or a related field.
• Certificate of Proficiency (CO…) or equivalent qualification.
• Strong attention to detail and ability to work under tight timelines.
• Excellent communication skills and a customer‑focused attitude.

Required skills

• Proficiency in using CRM or customer service logging systems.
• Basic knowledge of KYC and insurance documentation processes.