Customer Experience Executive

About the role

ICEA Lion is hiring a full-time, on-site Customer Experience Executive in Nairobi. The role handles customer enquiries, resolves complaints, provides product and service information, maintains customer relationships and improves the overall customer experience. The employer is listed as Corporate Staffing Services.

Key responsibilities

• Respond promptly to customer inquiries from policyholders, pensioners, financial advisors and other stakeholders through designated service channels.
• Analyze queries and determine solutions based on documented procedures and product guidelines.
• Provide clear, accurate information on policies, claims, accounts and service processes, and escalate complex cases in a timely way.
• Process service requests and follow up to meet defined timelines, keeping accurate records of interactions.
• Escalate exceptions, complaints and high-risk issues according to established procedures.
• Identify recurring customer issues and report them to the Customer Service Officer or assistant line manager.
• Collaborate with internal departments to obtain information needed to resolve customer matters.

Required profile

• Degree or diploma in Business, Marketing, Customer Service or a related field from a recognized institution.
• Knowledge of insurance operations.
• Client-centered mindset and ability to work in a fast-paced environment.

Required skills

• Excellent communication, interpersonal, networking and presentation skills.
• Planning, organization, time management, problem solving and decision making.
• Computer and telecommunications literacy.

The application process is handled through the recruiting partner's online form.