Customer Experience Executive
AI job insight
ICEA Lion is hiring a full-time, on-site Customer Experience Executive in Nairobi. The role handles customer enquiries, complaints, claims, accounts, and service requests while coordinating with internal departments. A business-related degree or diploma is required.
- Full-time, on-site position in Nairobi
- Serve policyholders, pensioners, financial advisors, and other stakeholders
- Resolve or escalate customer complaints and complex cases
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ICEA Lion is hiring a full-time, on-site Customer Experience Executive in Nairobi. The role handles customer enquiries, complaints, claims, accounts, and service requests while coordinating with internal departments. A business-related degree or diploma is required.
- Full-time, on-site position in Nairobi
- Serve policyholders, pensioners, financial advisors, and other stakeholders
- Resolve or escalate customer complaints and complex cases
- Maintain accurate customer interaction and service records
- Work with internal departments to resolve customer matters
- Deadline: 18/11/2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Experience Executive evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to ICEA Lion and the role in Nairobi.
- Add concrete examples related to call_center, internship, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-11-18.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-11-18
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Experience Executive role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research ICEA Lion before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
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Original source description
Job Title: Customer Experience Executive
Date Posted: 04/11/2026
Job Type: Full Time
Job Level: Middle
Employer: ICEA Lion
Industry: Customer Service
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 18/11/2026
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