Customer Care Officer

ITM AFRICA LTD, a world-leading HR services provider, is recruiting a CUSTOMER CARE OFFICER on behalf of SONARWA GENERAL.

POSITION: CUSTOMER CARE OFFICER

INDUSTRY: INSURANCE

REPORTING LINE: MARKETING AND PR MANAGER

JOB DESCRIPTION:

The Customer Care Officer is responsible for receiving and processing information on inquiries made by clients as well as attending to walk-in clients and directing them to the relevant office for assistance.

DUTIES AND RESPONSIBILITIES:

• Offer relevant information and options to walk-in potential clients regarding Sonarwa’s products and services for continued expansion of the client base.
• Receive customer complaints and comments and address them as required for continued customer satisfaction.
• Receive customer letters and emails and action them in a timely manner for efficient service delivery.
• Dispatch e-statements and other correspondence as received to respond to client requests on various issues.
• Process client applications on various matters to ensure all requirements are submitted for processing and ready for collection within given timelines. 
• Provides logistical support for all Sonarwa events, both for internal events and those involving Sonarwa stakeholders and/or the general public.
• Monitor service levels and the overall presentation to enhance the quality of the services provided.

YOU WILL BE AN IDEAL CANDIDATE IF YOU POSSESS THE FOLLOWING PROFESSIONAL QUALIFICATIONS:

• Bachelor’s Degree in Commerce, Business Administration, Insurance, Marketing, Communications, or any other related field from a recognized institution.
• A minimum of one (1) year of relevant experience in customer service, client relations, front office operations, call center support, or service delivery, preferably within the insurance or financial services sector.
• Professional certification or training in customer service, insurance, sales, or relationship management will be an added advantage.
• Demonstrated understanding of insurance products, services, and basic insurance operations is desirable.

KEY SKILLS, ATTRIBUTES, & ETHICS:

• Strong customer service and client handling skills (walk-ins, calls, written inquiries)
• Excellent verbal and written communication
• Ability to manage and resolve customer complaints effectively
• Proficiency in MS Office and CRM systems

• Accurate processing of customer applications and documentation
• Strong organizational and multitasking ability
• Understanding of service quality and customer experience standards
• Team collaboration for seamless service delivery
• Basic knowledge of insurance products and processes (advantage)
• High professionalism, confidentiality, and ethical conduct

The application deadline is 12th March 2026

Only Shortlisted Candidates will be Contacted