Customer Experience Executive at ICEA Lion Group

As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that’s not all. 

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.

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