Lets Write Africa’s Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Provides specialist product and service knowledge that may lead to sales generation.
JOB SUMMARY
Management of the Customers and all issues/matters relating to walk-in, email or other channels of communication.
KEY TASKS AND RESPONSIBILITIES
1. Timely report of NPS collection and other customer related reports 2. Handle, resolve and document customer complaints.
3. Complete accurate and timely documentation of all services provided to callers.
4. Support the branches, Call Center and front facing teams with customer information as and when.
5. Respond to customer incoming calls as per agreed TATs
6. Ensure closure of CRM issues – liaise with other team members to close
7. Carrying out customer surveys, social media, and email management.
8. Retrieval and send out Monthly statements to customers in line with the OM confidentiality guidelines.
9. Respond to Customer audit/financial requests as and when 10. Research required information using available resources.
11. Escalate / liaise with other teams on any issues which require further consultation.
12. Provide customers with product and service information in line with OM confidentiality guidelines 13. Liaise with the Group CX unit and attend CX forums as necessary.
14. Adherence to AML/KYC/Risk & Compliance
15. Performs all other tasks as assigned by the line Manager.
Qualifications & Experience
Competencies
- Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
- Proficient ability to analyse data and develop recommendations.
- Strong verbal and written communication skills
- Ability to maintain a positive, empathetic, and professional attitude toward customers at all times
- Excellent interpersonal and communication skills that help with serving clients.
- Ability to learn new tasks/duties quickly (learning curve)
- A good team player
- Timely and organized.
- Continuous involvement in projects geared towards improving the customers’ experience.
- Proactive participation and support of operation’s initiatives
Skills and competencies
- • Business related degree
- • Customer service experience from a Multinational an added advantage
- • Knowledge in customer service principles and practices
- Professional experience in an office setting using the telephone and computer as primary instruments to perform duties
- Ability to stay calm when customers are stressed or upset
Skills
Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling
