Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.
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Customer Experience Executive
- Job TypeContract
- QualificationBA/BSc/HND
- Experience1 year
- LocationNairobi
- Job FieldCustomer Care 
Job Summary
Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center
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
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
Method of Application Interested and qualified? Go to Old Mutual Kenya on oldmutual.wd3.myworkdayjobs.com to apply
