Customer Operations Associate - Tanzania at Turaco

Turaco is a micro-insurtech company changing healthcare financing in emerging markets. We provide simple, affordable health and life insurance to low-income earners, distributing our products through partnerships with leading businesses in Kenya and Uganda. Our mission is to act as a safety net, freeing people from the fear of health-related financial shocks. Customer Operations Associate - Tanzania About the role 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, inves