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
Contact customers for onboarding, education, product awareness, claims follow-up, and other approved Customer Operations campaigns.
Support upsell or cross-sell activities where these form part of an approved customer campaign.
Follow up on initial customer contacts where further action is required.
Use approved scripts while adapting communication appropriately to the customer's needs.
Meet agreed activity, response and completion targets for assigned campaigns.
Support customer surveys, feedback collection and other Voice of Customer activities.
Support IVR and other customer communication campaigns, including follow-up where required.
Claims Administration
Initiate, investigate and process claims reported by customers.
Communicate with customers, next of kin, medical service providers, partners and colleagues to obtain information required to process claims.
Follow up on missing claims documentation and help customers understand what is required.
Review claim information, policy details and supporting documentation in line with approved claims processes.
Support claims assessment and settlement decisions in line with approved guidelines and authority levels.
Keep claims records, notes and statuses accurate and up to date in TACO.
Follow up on aged, pending and stuck claims and escalate blockers promptly.
Support claims verification activities, including customer, provider or document verification where required.
Detect and escalate suspected fraud or unusual claims activity while safeguarding customer dignity.
Ensure claims are handled within agreed turnaround times and Customer
Operations service standards.Operational and Team Support
Support backlog clearance and other priority Customer Operations activities when required.
Work across customer support, claims and other Customer Operations activities based on workload and business priorities.
Support other Turaco markets or teams where additional capacity is required and appropriate training has been provided.
Participate in product launches, customer onboarding activities and operational projects where Customer Operations support is required.
Raise recurring customer, claims, or process issues to the Customer Operations
Lead for resolution.
Follow agreed SOPs, escalation processes, and operating procedures.
Complete assigned actions and operational follow-ups within agreed timelines.
Field and Partner Support
Participate in branch, partner, agent, DSR, Loan Officer or customer field activities as required.
Spend regular, planned time at partner branches and offices, and in the communities where Turaco customers are based.
Train, coach and support partner staff at their own locations on Turaco products, customer handling and claims documentation requirements.
Observe firsthand where claims get stuck or where customers struggle with Turaco processes, and bring those findings back to the Customer Operations Lead so that they can be addressed.
Support product and claims education during approved field engagements.
Assist with customer sensitisation, surveys, customer follow-up and feedback collection during field visits.
Capture and escalate customer, agent and partner feedback identified during field activities.
Support post-launch and refresher activities where required.
Turaco will provide the required approvals, logistics and reasonable resources for assigned field activities.
Quality, Performance and Compliance
Meet agreed Customer Operations performance standards, including service
levels, productivity, claims turnaround time and quality measures.
Maintain accurate customer, claims and operational records.
Participate in QA reviews, coaching, refresher training and product knowledge assessments.
Apply feedback from QA and coaching sessions to improve performance.
Escalate customer, fraud, compliance, legal or operational risks promptly.
Maintain confidentiality and handle customer information in line with Turaco policies and applicable requirements.
Key Performance Measures
Performance will be assessed using relevant Customer Operations measures, which may include:
Customer response and resolution turnaround times.
Inbound call service levels.
WhatsApp service levels.
Claims turnaround time.
Claims processed per associate.
Aged and pending claims.
Quality assurance scores.
Customer satisfaction and feedback.
Accuracy of TACO and customer records.
Completion of assigned campaigns and follow-ups.
Attendance and schedule adherence.
Completion of agreed actions and operational tasks.
Completion of agreed field visits and field engagement plans.
Completion, timeliness, and quality of assigned AI output reviews and QA checks.
