Customer Experience Executive

KEY RESPONSIBILITIES

Customer Service Delivery

Respond promptly to customer inquiries from policyholders, pensioners, financial advisors, and other stakeholders through designated service channels.

Analyze customer queries and determine appropriate solutions based on documented procedures and

Product guidelines.

Provide clear, accurate information regarding policies, claims, accounts, and service processes.

Ensure timely resolution or escalation of complex cases.

Operational Support

Process customer service requests and follow up to ensure completion within defined service

timelines.

Maintain accurate records of customer interactions and service requests.

Escalate exceptions, complaints, or high-risk issues according to established escalation procedures.

Customer Experience Excellence

Deliver professional and courteous service aligned with the organization’s customer experience

standards.

Identify recurring customer issues and highlight them to the Customer Service Officer or Assistant

line manager.

Collaboration

Work with internal departments to obtain required information and ensure resolution of customer matters.

PERSON SPECIFICATIONS

Knowledge, Skills and Abilities

Excellent communication and interpersonal skills;

Strong people relationship and collaboration skills;

Good networking and presentation skills;

Excellent planning, organization and time management skills;

Excellent problem solving and decision-making skills;

Knowledgeable of insurance operations

Computer and telecommunications literacy

Ability and flexibility to cope with a fast-paced job environment.

Client-centered mindset

Strong team relationship skills

Academic Qualification.

Degree in a business-related degree or other relevant degree from a recognized institution

Minimum qualifications

BA/BSc/HND

How to apply

Interested and qualified? Go to ICEA Lion Group on icealion.co.ke to apply

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