Customer Operations Associate - Uganda

The ideal candidate is an excellent communicator with strong customer service skills, a sales-oriented mindset, attention to detail, and a commitment to delivering exceptional service while supporting Turaco’s commercial objectives.

• 1. Customer Service & Contact Centre Operations
•  Respond to customer inquiries regarding insurance products, benefits, payments, and claims.
•  Explain product features and insurance processes clearly and accurately to customers.
• Maintain a strong understanding of Turaco’s products, partnerships, and service procedures.
•  Register new customers and accurately update customer information in company systems.
•  Resolve customer concerns promptly and escalate complex issues when necessary.
• Meet or exceed established customer service, quality, and contact centre performance targets.
•  Ensure customers feel valued through professional, empathetic, and consistent service.
• 2. Telesales & Revenue Generation
• • Engage at least 100 customers daily through outbound calls to upsell and cross-sell Turaco products.
• • Follow up on sales leads and convert initial customer engagements into successful sales.
• • Adapt sales scripts to address individual customer needs and interests.
• • Explain product benefits and recommend relevant insurance solutions to customers.
• • Achieve agreed sales targets within established timelines.
• • Maintain accurate records of customer interactions, sales activities, and follow-ups.
• 3. Claims Administration & Processing
• • Receive, initiate, investigate, and process customer insurance claims.
• • Collect and verify claim information and supporting documentation.
• • Liaise with customers, medical service providers, and internal teams to facilitate claims investigations.
• • Review policy terms, claim documentation, and relevant information to assess coverage and eligibility.
• • Support claims assessment and settlement in accordance with company policies and procedures.
• • Identify potential fraudulent claims and escalate concerns through the appropriate channels.
• • Maintain accurate claims records while ensuring confidentiality and respectful customer handling.
• 4. Operational Excellence & Customer Experience
• • Deliver consistent, professional, and timely service across all customer interactions.
• • Ensure customer information and operational records are accurately captured and maintained.
• • Follow established procedures and service standards when handling customer requests and claims.
• • Identify recurring customer concerns and share feedback to improve products and service delivery.
• • Collaborate with internal teams to resolve customer issues and improve operational efficiency.
• • Demonstrate integrity, accountability, and respect in all customer engagements.