Customer Experience Executive Job ICEA Lion
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
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