Customer Experience Executive

Liberty Life Assurance Kenya is a life insurance provider that has been providing relevant products to Kenyans for over 50 years. Our purpose at Liberty is to make a difference in people’s lives by making financial freedom possible. We change realities and make freedom possible by providing innovative and relevant solutions that help our customers prote…

Customer Experience Executive

Job Summary

• This position is responsible for building sustainable relationships of trust through open, proactive, and interactive communication with customers to drive loyalty and retention. The role is key in delivering Liberty Life’s customer value proposition and adhering to the customer service charter.

Key Responsibilities

• Continually update the customer profile so that Liberty Life retains the most current information about the customer and is therefore able to provide them with personalized communication and solutions.

• Keep abreast and well-appraised on key investment and financial market events to provide customers with informed analysis of the markets and their investment solutions.

• Proactively ensure that the customer’s portfolio, as administered in our systems, is always up to date and that any issues identified are rectified before the customer has sight of them.

• Always provide convenience to the customer by informing them of all available touchpoints and eliminating all barriers to service while taking full ownership of customer issues.

• Receive, acknowledge, and action promptly all customer communication on email, telephone, text, or social media so that the customer experiences a seamless interaction with the business.

• Leverage existing strong bonds with customers to create loyalty and satisfaction.