As a Contact Center Agent at ICEA LION, you will be the primary point of contact for our customers across various communication channels. Your goal is to provide exceptional, one-stop support, resolve issues efficiently, and proactively identify opportunities to offer additional value through our products and services. 

• Provide one-stop, seamless support for all ICEA LION services across multiple contact centre channels (voice, email, chat, and social media), aiming for high First Contact Resolution (FCR).
•  Proactively listen for and identify cross-selling and upselling opportunities during routine customer interactions. Recommend relevant ICEA LION packages, promotions, and tailored solutions that meet the customer's needs to drive revenue and enhance customer loyalty. 
• Actively listen to and resolve customer complaints, concerns, and inquiries in a timely, professional, and empathetic manner. Accurately assess when an issue requires escalation to a higher authority and ensure follow-up promises are kept. 
• Consistently meet or exceed defined contact centre performance metrics, including Average Handling Time (AHT), Customer Satisfaction (CSAT) scores, and Net Promoter Score (NPS) targets. 
• Ensure strict adherence to data privacy regulations and internal security protocols by properly authenticating customers before discussing or modifying sensitive account information. 
• Manage customer retention by skillfully handling policy cancellation or downgrade requests, identifying root causes of dissatisfaction, and offering alternative solutions to preserve the client relationship. 
• Diligently capture and log all customer interactions, feedback, complaints, and compliments on relevant ICEA LION CRM systems and platforms to maintain accurate records for future reference and data analysis. 
• Accurately execute administrative tasks and process customer requests, such as policy adjustments, payment queries, and contact detail updates, ensuring seamless backend processing. 
• Educate customers on industry terminology, available products, and the benefits of our services. Guide users through digital self-help features and portals to improve their overall experience and independence. 
• Maintain a comprehensive, up-to-date understanding of ICEA LION's product portfolio, policy changes, and compliance guidelines through continuous training and self-guided learning. 
•  Identify opportunities for proactive customer outreach, suc such as recognizing client milestones, communicating important policy updates, or offering personalized promotional deals to strengthen the relationship

• Education: Degree from a recognized institution of learning. 
• Minimum of 1 year of proven experience in a customer-facing or customer experience role. 
• Previous experience operating within a high-volume, fast-paced contact centre environment is highly preferred. 
• Background knowledge or prior experience in the financial services sector, particularly the insurance industry, will be considered a distinct advantage. Skills & Competencies: 
• Communication Skills: Excellent verbal and written communication skills in English and Kiswahili. 
• Problem Solving: Ability to solve practical problems and deal with a variety of situations with confiden . Atttion to Detail: Accuracy in recording and maintaining customer interactions and data. 
• Organization: Strong organizational and time management skills. 
• Teamwork: Ability to work effectively with colleagues across departments and functions. 
• Calm Under Pressure: Ability to maintain composure and professionalism in high-pressure situations.
• Adaptability: Flexibility and creativity in approach to handling diverse customer needs. 
• Integrity: Uphold ethical standards and maintain confidentiality 

If you meet the requirements for this position, click the APPLY NOW button below to submit your application and resume by, 20th April 2026.

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