Information Call Centre Agent at Old Mutual Kenya

Job Requirement

• Business related degree
• At least one-year insurance experience
• Progress in Professional qualification in insurance e.g. ACII, COP preferred
• Knowledge in customer service principles and practices
•  Knowledge of call center telephony and technology

SKILLS & COMPETENCIES

• Communication skills – verbal, written and eloquence
• Knowledgeable and quick in decision making
• Mature, temperament, patience and empathy
• Passion for people
• IT skills including familiarity of CRM solutions
• Good memory, ability to comprehend, captures as well as interprets basic customer information.
• Ability to follow through
• Self-drive initiative
• Sound judgmental powers; ability to manage difficult customer situations
• Attention to details

Job Details

• Respond to customers and partners’ enquiries on various channels. (E.g. phone, email, social media) in a professional and efficient manner at all times
• Research for required information using available resources
• Handle, resolve and document all complaints
• Provide customers with product and service information
• Route calls to appropriate resources where applicable
• Follow up and resolve customer queries where applicable.
• Help the business attain its KYC objectives. This is through collection of mandatory, accurate client and partner information and updating it in the core systems. E.g. PIN, ID, Email, Phone number amongst others as the business advises.
• Working with various BUs to attain operational efficiencies. E.g. Claims Department: efficient, timely claim registration and pending documentation follow up, assessor appointment, windscreen processing amongst others as the business may require from time to time.
• Prepare and share accurate and timely activity reports.
• Engage clients, partners through outbound calls to provide information as well as for feedback collection. E.g. NPS, NES, Pre-Inspection call outs, Garage repair status updates, Renewal retention call outs, amongst other outbound activities as the Business may require.
• Build customer’s interest in the services and products offered by the company
• Arrange for the dispatch information packages, brochures etc. to clients and interested parties
• Completes accurate and timely documentation on CRM of all services provided to callers and escalation of any issues which require further consultation.
• Normal call center duties as may be assigned by the call center Manager.