Vacancies at Britam

Job Purpose:
Work within Betalab under the Partnership and Digital department to identify requirements, design and develop solutions (database design, workflows, user/data interfaces, integrations) and offer technical support for Betalab solutions. 

Key responsibilities:

• Champion the development of digital solutions by carrying out business analysis, designing end user testing documents, collaborating with internal and external parties to carry out user testing. 
• Work with developers to design algorithms and flowcharts. 
• Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications 
• Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.   
• Enhance and create user and system documentation as needed. 
• Perform data modelling to analyse and specify data structures within an application system. 
• Developing database objects and structures for data storage, retrieval and reporting according to specifications 
• Produce clean, efficient code based on specifications. 
• Integrate software components and third-party programs. 
• Verify and deploy programs and systems. 
• Troubleshoot, debug and upgrade existing software. 
• Gather and evaluate user feedback. 
• Capturing of business applications information needs and mapping of the same to the software and /or database components. 
• Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.  
• Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business. 

Knowledge, experience, and qualifications required:

• Degree in Computer Science or technical-related field from an accredited institution.
• Familiarity with Agile development methodologies.
• Development experience with any modern programming tools/Platforms e.g. .NET, Java, Ruby, PHP. 
• Development experience with Spring boot and React or Angular Framework. 
• Certified Solution Developer/ Architect e.g. Java, Microsoft is an added advantage.
• Experience in applications development, which includes system customization and report designs. 
• Experience with RDMS preferably MS SQL Server, Oracle, MySQL, Sybase, and Informix. 

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Job Purpose: 
The product associate Intern is responsible for planning, executing and tracking initiative to drive sales of our products, or work with our partners to drive sales activities of all partnership products, manage relationships, track sales activities to ensure they meet set objectives. The ideal candidate will have a strong understanding of digital marketing and driving initiatives. 

Key responsibilities:

• Work with the department to agree on all planned initiatives for the year and sales objectives. 
• Collaborate stakeholders to ensure the success of these initiatives (Product, Marketing, Brand & CX, Finance) 
• Follow up with all relevant stakeholders on product requirements, testing, approvals or plans to ensure success of planned initiatives. 
• Execute all outlined initiatives within set timelines and e-sales goals and objectives set the initiatives.
• Gather and evaluate customer/ user feedback.
• Share feedback with stakeholders on all activities and make recommendations on areas of improvement.
• Participate in product training and sales meetings as required. 

Knowledge, experience, and qualifications required:

• University Degree in Marketing, Business or a Technical field from an accredited institution 
• Previous experience in sales & marketing, product /project management is a plus. 
• Excellent communication and interpersonal skills. 
• Ability to work in a fast-paced, dynamic environment. 
• Strong organizational skills and attention to detail. 
• Proficiency with basic computer applications and POS systems. 

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Job Purpose: 

• To deliver exceptional customer service by managing customer interactions across all communication channels, ensuring timely and effective resolution of queries, and contributing to the overall efficiency and success of the Britam Contact Centre.
• The role requires multiskilling capabilities, adaptability to assigned responsibilities, and a commitment to upholding the highest service standards while continuously improving processes and customer experiences.

Key Responsibilities:

• Respond to customer queries across all channels (phone, email, social media, WhatsApp, SMS, web chats) as assigned, promptly and professionally. 
• Resolve customer issues effectively at the first point of contact. 
• Update and maintain accurate customer records in relevant systems. 
• Meet team and departmental targets (SLAs and KPIs). 
• Handle escalations and ensure satisfactory resolution. 
• Manage bulk communications like SMS and email campaigns. 
• Maintain high service levels and follow Contact Centre processes. 
• Participate in service improvement initiatives and provide feedback for better customer experiences. 
• Prepare and share reports promptly to ensure timely decision-making and effective communication.
• Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations. 

Key Performance Measures:

• High customer satisfaction (CSAT) scores. 
• Resolve customer issues on the first contact (FCR). 
• Meet response and resolution time targets (SLA). 
• Maintain high-quality interactions (QA scores). 
• Achieve daily and monthly productivity goals. 
• Handle escalations quickly and effectively. 
• Manage all communication channels efficiently (calls, emails, social media, SMS, WhatsApp). 
• Accurately update customer records in CRM. 
• Follow all company policies and procedures. 
• Successfully handle multiple tasks and channels (multiskilling).

Knowledge, experience and qualifications required

• University degree in a social science or business-related field.
• Relevant experience in a call centre and/or Customer Service.  

Technical/ Functional competencies: 

• Ability to discreetly handle sensitive and confidential information. 
• Strong organizational skills: ability to prioritize work and meet deadlines. 
• Strong writing, analysis and presentation skills. 
• Computer literate (MS Word, PowerPoint and Excel expert). 
• Records management. 
• Planning and organizational skills.