Customer Service Officer at Old Mutual Kenya

 JOB SUMMARY

Management of the Customers and all issues/matters relating to walk-in, email or other channels of communication.

KEY TASKS AND RESPONSIBILITIES

• Timely report of NPS collection and other customer related reports 2. Handle, resolve and document customer complaints.
• Complete accurate and timely documentation of all services provided to callers.
• Support the branches, Call Center and front facing teams with customer information as and when.
• Respond to customer incoming calls as per agreed TATs
• Ensure closure of CRM issues – liaise with other team members to close
• Carrying out customer surveys, social media, and email management.
• Retrieval and send out Monthly statements to customers in line with the OM confidentiality guidelines.
• Respond to Customer audit/financial requests as and when 10. Research required information using available resources.
• Escalate / liaise with other teams on any issues which require further consultation.
• Provide customers with product and service information in line with OM confidentiality guidelines 13. Liaise with the Group CX unit and attend CX forums as necessary.
• Adherence to AML/KYC/Risk & Compliance
• Performs all other tasks as assigned by the line Manager.

Qualifications & Experience

Competencies

• Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
• Proficient ability to analyse data and develop recommendations.
• Strong verbal and written communication skills
• Ability to maintain a positive, empathetic, and professional attitude toward customers at all times
• Excellent interpersonal and communication skills that help with serving clients.
• Ability to learn new tasks/duties quickly (learning curve)
• A good team player
• Timely and organized.
• Continuous involvement in projects geared towards improving the customers’ experience.
• Proactive participation and support of operation’s initiatives

Skills and competencies

• Business related degree
• Customer service experience from a Multinational an added advantage
• Knowledge in customer service principles and practices
• Professional experience in an office setting using the telephone and computer as primary instruments to perform duties
• Ability to stay calm when customers are stressed or upset