Customer Experience Executive at Old Mutual Kenya

Full Time
  • Full Time
  • Nairobi, Kenya
  • Attractive Kshs / Month
  • Salary: Attractive

Old Mutual Kenya

Customer Experience Executive

  • Job Type Contract
  • Experience1 year
  • Location Nairobi
  • Job Field Customer Care 
  • Company Old Mutual Kenya

Customer Experience Executive 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

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To apply for this job please visit oldmutual.wd3.myworkdayjobs.com.

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