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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 Score
- Number of resolved client queries at first contact.
- Service Quality Assurance Score
- Adherence to Service Level Agreements & Schedule
- Campaign reach rate
- Compliance to KYC/AML and applicable banks processes and procedures
- Product 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 Privacy
- Knowledge 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.
