Contact Centre Agent

ICEA LION Group is hiring a Contact Centre Agent in Nairobi. As the first point of contact, you’ll deliver exceptional support to customers via multiple channels, resolve their issues, and identify opportunities to promote our services. We’re looking for someone with a education and some experience in customer service experience, and strong communication and problem-solving skills. Financial services experience is a plus. Ready to build relationships with our customers?

ICEA LION Group is a leading East African financial services provider offering insurance, pensions, investment, and trust services, with a strong footprint in Kenya, Uganda, and Tanzania.

Contact Centre Agent

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.

Principal Duties:

•  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

Qualifications:

• 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