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Entry and Basic-level Customer support, client care jobs in Machakos, Kenya
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ICEA LION - Thika BranchProfession (Financial Services, Entry and Basic-level)
Industry (Customer support, client care, Entry and Basic-level)
Seniority (Customer support, client care, Financial Services)
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ICEA LION - Thika Branch
Financial Services
Customer Experience Executive
Description
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
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