# Customer Experience Executive Job ICEA Lion

Canonical URL: https://primejobalerts.com/jobs/customer-experience-executive-job-icea-lion

Company: ICEA Lion

Category: Banking & Financial Services

Location: Kenya

Work type: Full-time

Work arrangement: On-site

Published: 2026-11-04

Expires: 2026-12-19

## Job Description

Customer Service Jobs, ICEA Lion Jobs. Responsible for handling customer enquiries, resolving complaints, providing product and service information, maintaining customer relationships, and improving the overall customer experience. Requires a degree or diploma in Business, Marketing, Customer Service, or a related field. This is a full-time, on-site position based in Nairobi,

### 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.

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

 Qualifications

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

### How to Apply

Click here to apply

## Apply

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