Call Centre Nurse Aide at Old Mutual Kenya

Job Description

• The Information Centre Care Agent is responsible for managing all incoming calls to Old Mutual Contact Centre 24/7. 
• Answer incoming telephone calls into the Call Center in a professional manner at all times.
• Working with providers and the Old Mutual Case management team to manage the admission and discharge process of Old Mutual
• Members Managing requests for services from providers, intermediaries, and clients, providing information on the Old Mutual provider network, available benefits per scheme policy and services and other routine information
• Processing pre-authorization requests for outpatient services
• Provides health information to customers via Old Mutual approved resources. Completes accurate and timely documentation of all services
• provided to callers Escalate / liaise with claims/ care teams on any issues which require further consultation   In conjunction with Smart applications resolve card issues raised at the point of service.
• Attends all required training sessions and meetings. Normal contact Centre duties. E.g. carrying out customer surveys, social media and email management. Performs all other tasks as assigned by the Contact Center Manager, Quality Assurance Supervisor.
• To provide 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. Has a good understanding of products and services.

Responsibilities

• Product/Service Information
• Provide advanced product/service information.
• Customer Order Processing
• Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Resolving Customer Issues
• Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
• Customer Relationship Development / Prospecting
• Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM) Data
• Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification
• Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
• Renewals
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Operational Compliance
• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Personal Capability Building
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

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

Education

• Bachelor of Science in Nursing (BScN): Nursing