From the employer's careers page · Verified employer
Customer Experience Executive
ICEA LION KENYA
Job at a glance
- Employer
- ICEA LION KENYA
- Position
- Customer Experience Executive
- Location
- Kenya
- Possible duty stations
- Kenya
- Education
- Degree in a business-related or relevant field
- Salary
- Not stated in the advert
- Application deadline
- 9 November 2026
- Posted on VacancyKE
- 4 November 2026
VacancyKE summary
ICEA LION KENYA is hiring a Customer Experience Executive in Kenya. The role involves delivering excellent customer service, providing information on policies and claims, and resolving customer issues.
What stands out about this opportunity
- Application deadline: 9th November 2026
Key responsibilities
- Respond promptly to customer inquiries via designated channels.
- Analyze queries and provide solutions based on procedures.
- Give clear information on policies, claims, and accounts.
- Ensure timely resolution or escalation of complex cases.
- Process customer service requests and follow up on completion.
- Maintain accurate records of customer interactions.
- Escalate exceptions, complaints, or high-risk issues.
- Identify recurring customer issues and report them.
Who should apply?
This role suits individuals with strong communication and problem-solving skills, a client-centred mindset, and knowledge of insurance operations, looking to excel in customer service.
Key requirements
- Business-related degree
- Excellent communication skills
- Problem-solving skills
- Insurance operations knowledge
- Client-centred mindset
What you should know
- Location: Kenya
- Application deadline: 9th November 2026
How to apply
- Click the APPLY NOW button on the employer's website.
- Submit your application and resume.
Official source: From the employer's careers page · icealion.co.ke. VacancyKE never charges job seekers.
Original employer advertisement
Published by ICEA LION KENYA on icealion.co.ke. Shown for reference; the employer’s version is the official one.
The employer’s advert
Country: Kenya
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
If you meet the requirements for this position, click the APPLY NOW button below to submit your application and resume by 9th November 2026.
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
If you meet the requirements for this position, click the APPLY NOW button below to submit your application and resume by 9th November 2026.