{"id":3740579,"url":"https://alion.io/job/icea-lion-customer-experience-executive","title":"Customer Experience Executive","company":{"id":3848996,"name":"ICEA LION","domain":"icealion.com","url":"https://alion.io/company/icea-lion","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Machakos, 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cases.\n\nOperational Support\n\n Process customer service requests and follow up to ensure completion within defined service\n\n timelines.\n\n Maintain accurate records of customer interactions and service requests.\n\n Escalate exceptions, complaints, or high-risk issues according to established escalation procedures.\n\nCustomer Experience Excellence\n\n Deliver professional and courteous service aligned with the organization’s customer experience\n\n standards.\n\n Identify recurring customer issues and highlight them to the Customer Service Officer or Assistant\n\n line manager.\n\nCollaboration\n\n Work with internal departments to obtain required information and ensure resolution of customer matters.\n\nPERSON SPECIFICATIONS\n\nKnowledge, Skills and Abilities\n\n Excellent communication and interpersonal skills;\n\n Strong people relationship and collaboration skills;\n\n Good networking and presentation skills;\n\n Excellent planning, organization and time management skills;\n\n Excellent problem solving and decision-making skills;\n\n Knowledgeable of insurance operations\n\n Computer and telecommunications literacy\n\n Ability and flexibility to cope with a fast-paced job environment.\n\n Client-centered mindset\n\n Strong team relationship skills\n\nAcademic Qualification.\n\n Degree in a business-related degree or other relevant degree from a recognized institution","description_format":"text","description_chars":1819,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Life Insurance & Annuities","Insurance Brokers & Agencies"],"lifecycle":[{"event":"open","at":"2026-11-04T11:32:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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