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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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.
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