Temporary Customer Care Officer-call Centre Position

MIC Building

KN2 AV Kigali, Rwanda

www.prime.rw 

T: 0788 195 200

E: [email protected] 

JOB VACANCY FOR TEMPORARY CUSTOMER CARE OFFICER-CALL CENTRE POSITION

1. BACKGROUND

Prime Insurance Ltd is an insurance company, established in 1995 and licensed by the National Bank of Rwanda (BNR).

We are seeking a dynamic and motivated Customer Care Officer-Call Centre to join our growing team. The role of the Customer Care Officer-Call Centre is to provide primary support to the commercial department in respect of statutory and regulatory compliance within redefine group and its subsidiaries.

The ideal candidate will have excellent communication skills and capability in handling customer inquiries, resolving issues, maintaining service quality and customer retention.

2. KEY ROLES & RESPONSIBILITIES

Under the supervision of Customer Experience Manager, the Customer Care Officer-Call Centre shall have the following roles and responsibilities:

1. Responding to all inquiries from our clients and stakeholders both face to face, online and over the telephone.
2. Providing information about our products and services and assist clients on making informed decisions.
3. Built and maintain relationships with clients and stakeholders to foster long-term loyalty and repeat business.
4. Identify and assess customers’ needs to achieve satisfaction.
5. Handle customer complaints, provide appropriate solutions and alternatives and ensure follow up for actions within the time limits.
6. Follow procedures, guidelines and policies.
7. Take the extra mile to engage customers.
8. Follow communication procedures, guidelines and policies.
9. Guide clients regarding insurance coverage.
10. Any other task that you may be assigned by company authorities.
11. REQUIRED SKILLS & QUALITIES

Key Skills:

• Communication Skills– Clear, articulate, and professional verbal/written communication.
• Active Listening– Ability to understand customer concerns without interruptions.
• Problem-Solving– Quick thinking to resolve issues efficiently and effectively.
• Patience & Empathy– Handling frustrated customers calmly and with understanding.
• Multitasking– Managing calls, systems, and documentation simultaneously.
• Technical Proficiency– Familiarity with CRM software, call center systems, and basic troubleshooting.
• Product/Service Knowledge– In-depth understanding of company offerings to provide accurate information.

Essential Qualities:

1. Customer-Centric Attitude– Dedicated to providing excellent service and satisfaction.
2. Adaptability– Adjusting to different customer personalities and situations.
3. Resilience– Handling high-pressure calls and maintaining composure.
4. Positive Attitude– Friendly, patient, and professional even in challenging interactions.
5. Team Player– Collaborating with colleagues and supervisors for seamless service.
6. Attention to Detail– Accurately documenting interactions and following procedures.
7. Rwandan Nationals of age below 35 years old are only eligible Candidates.
8. EDUCATION & EXPERIENCE

Education:

• Minimum Requirement:
  • University degree with distinction or great distinction
• Preferred Qualifications:
  • Degreein:
    • Customer Service
    • Hospitality
    • Business Administration
    • Communications
    • Insurance & Risk Management
    • Any other related field.
  • Certifications(added advantage):
    • Insurance-specific courses (e.g., CII Certificate in Insurance)
    • Call center training certifications (e.g., Customer Service Professional)

Experience:

1. Preferred for Insurance:
   • Familiarity with:
     • Insurance policies, claims processing, or underwriting
     • Regulatory compliance (e.g., BNR, ASSAR, RHIA for health insurance)
   • Experience with CRM systems and call center software
   • Available to work varying shift schedules
   • Immediate start availability upon hiring.
2. Specialized Skills (Mandatory):
   • Mandatory: two (2) consecutive years in a directly comparable insurance position
   • Multilingual abilities: Being fluent in English, French and Kinyarwanda
   • Knowledge of insurance terminology(e.g., premiums, deductibles, claims etc)
3. APPLICATION PROCEDURE

• Application letter addressed to Chief Executive Officer.
• Recent Curriculum Vitae (CV)
• Proven work Experience (previous and current work certificate)
• Notarized education certificates.
• A copy of National Identification.
• Two professional referees.
• Non-criminal record certificate.

The deadline for submitting applications is five (5) calendar days from the date of publication.

How to Apply 
Applications should be submitted no later than September 1st, 2025. Please click on the “Apply” button to complete your application.

NB: Only shortlisted candidates will be contacted.

Done at Kigali, August 26^th, 2025

Signed by:

Col (Rtd) Eugene M. HAGUMA

Chief Executive Officer