Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Job Summary

Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center

1. KEY PERFORMANCE INDICATORS

Transactional Customer Satisfaction Index and/or NPS ScoreNumber of resolved client queries at first contact.Service Quality Assurance ScoreAdherence to Service Level Agreements & ScheduleCampaign reach rateCompliance to KYC/AML and applicable banks processes and proceduresProduct and Process Post Training Score

2. KEY RESPONSIBILITIES

Handle customer enquiries and concerns through the various channels in the Contact Centre and Reception.Obtain information necessary to respond appropriately to customer requests or route interactions.Ensure adherence to schedule & managing of customer interactions for delivery of planned Service Level.Identify and escalate/route complex customer issues to the appropriate person/department for resolution as per the escalation matrix. Receive and process customer’s instructions as per procedure.Onboard customers onto the digital platforms & encourage utilization.Document all interactions according to the standard operating procedures. Make outgoing calls to customers’ existing and potential customers and track details of the interaction as prescribed in the campaign. Build value demand by educating customers about available services, products, or benefits to sell, cross sell and upsell.Initiate investigation through escalation of complaints not solved on-line to the Back-office Team and Contact Centre Operations Manager.Support in Service Quality Audits from time to time.Any other duties as shall be assigned from time to time.

Educational Qualification

Undergraduate degree from a recognized university.

Professional Qualifications

 Certification in contact center or customer services is an added advantage

Knowledge and Skills

Excellent command of written and spoken English and Swahili. Experience manning multiple queues.Experiencing using Customer Relationship Management Tools Knowledge of KYC/AML and Data PrivacyKnowledge of customer service principles and practices. Excellent data entry and typing skills.Proficient in MS Office Applications

Experience

1 year work experience in a financial institution, front facing or Contact Centre role in the service industry

A Temporary employee in the Rest of Africa business.

Provides a service as a temporary employee covering many fields.

Skills

Competencies

Education

Closing Date

03 May 2025 , 23:59

The Old Mutual Story!