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About the Organisation
Customer Experience Executive job at Old Mutual | Apply Now
Nairobi, Kenya
Old Mutual is a leading financial services company with a mission to help individuals and businesses achieve their financial goals and secure their futures through innovative and sustainable financial solutions. With over 175 years of experience, the company is renowned for its strong reputation, trusted by millions of customers worldwide, and recognized for its excellence in insurance, investments, and retirement services. Old Mutual's work culture emphasizes collaboration, diversity, and continuous development, offering employees a dynamic environment with opportunities for growth, learning, and career advancement.
The company provides flexible work arrangements and a range of job opportunities across various sectors, promoting a supportive and inclusive workplace. Founded in South Africa in 1845, Old Mutual has evolved into a global financial powerhouse, with a presence in over 30 countries across Africa, Asia, and the Americas. The company operates a customer-centric business model that focuses on leveraging innovation, technology, and data to create personalized financial solutions. Old Mutual’s size and reach enable it to cater to a broad spectrum of clients, from individuals to businesses, across multiple sectors. Its core values—integrity, accountability, respect, and professionalism—guide all its operations and interactions.
Through its corporate social responsibility initiatives, Old Mutual invests in community development, education, health, and environmental sustainability. For more information, visit the official website at www.oldmutual.com.
Are you looking for Administrative jobs in Kenya 2025 today? then you might be interested in Customer Experience Executive job at Old Mutual
Full Time
Deadline:
3 May 2025
Job Title
Customer Experience Executive job at Old Mutual
Old Mutual
Job Description
The role involves handling customer inquiries and concerns through multiple channels, resolving issues at first contact whenever possible, escalating complex cases appropriately, and promoting the Bank's digital platforms. It also requires proactive customer outreach to educate and upsell services, documentation of all customer interactions, compliance with regulatory procedures, and supporting service quality initiatives.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Handle customer inquiries and concerns through the Contact Centre and Reception.
Obtain necessary information to respond or route customer interactions.
Adhere to schedules and manage customer interactions to meet Service Level Agreements.
Escalate complex issues according to the escalation matrix.
Receive and process customer instructions per procedures.
Onboard customers onto digital platforms and encourage their use.
Document all interactions as per Standard Operating Procedures.
Make outbound calls for marketing campaigns and track interaction details.
Educate customers about products and services for cross-selling and upselling.
Initiate investigations for unresolved complaints.
Support Service Quality Audits.
Perform any other duties as assigned.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Educational Qualification:
Undergraduate degree from a recognized university.
Professional Qualifications:
Certification in Contact Centre or Customer Service is an added advantage.
Knowledge and Skills:
Excellent command of written and spoken English and Swahili.
Experience managing multiple queues.
Familiarity with Customer Relationship Management (CRM) tools.
Knowledge of KYC/AML regulations and data privacy standards.
Strong understanding of customer service principles and practices.
Excellent data entry and typing skills.
Proficiency in MS Office Applications.
Experience:
At least 1 year of work experience in a financial institution, front-facing role, or Contact Centre position within the service industry.
Competencies:
Strong interpersonal and communication skills.
Ability to work under pressure.
Attention to detail and organizational skills.
Customer-oriented mindset.
Problem-solving skills.
