Posted: 2026-11-04 23:09:51  Deadline: November 09, 2026   Full-time   Salary: Confidential

ICEA LION is seeking to recruit a qualified and customer-focused individual for the position of Customer Experience Executive within its Life Assurance Department, based at the Machakos Branch. The successful candidate will be responsible for delivering excellent customer service, handling customer inquiries, processing service requests and ensuring timely resolution of customer matters.

Position Details

Position: Customer Experience Executive.
Organisation: ICEA LION.
Department: ICEA LION Life Assurance.
Location: Machakos Branch, Kenya.
Contact Type: Contract.
Employment Type: Full Time.
Job Posted Date: November 4, 2026.
Application Deadline: November 09, 2026.

Key Responsibilities

Customer Service Delivery

Respond promptly to customer inquiries from policyholders, pensioners, financial advisors and other stakeholders through designated service channels.
Analyse customer queries and determine appropriate solutions based on documented procedures and product guidelines.
Provide clear and 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 organisation'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, organisation and time management skills.
Excellent problem-solving and decision-making skills.
Knowledge of insurance operations.
Computer and telecommunications literacy.
Ability and flexibility to cope with a fast-paced job environment.
Client-centred mindset.
Strong team relationship skills.

Academic Qualification

Degree in a business-related field or another relevant degree from a recognised institution.

Application Process

Interested and qualified candidates who meet the requirements for this position should submit their application and resume by November 09, 2026.

Apply Here: Customer Experience Executive at ICEA LION (Application Link)