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About the Organisation
Old Mutual Kenya is part of the Old Mutual Group, a leading African financial services organization providing investment, insurance, savings, and banking solutions. The group is deeply committed to empowering communities and individuals across Africa with innovative and customer-centered financial products.
Customer Service Officer job at Old Mutual Kenya | Apply Now
Nairobi, Kenya
Are you looking for Administrative jobs in Kenya 2025 today? then you might be interested in Customer Service Officer job at Old Mutual Kenya
Full Time
Deadline:
27 May 2025
Job Title
Customer Service Officer job at Old Mutual Kenya
Old Mutual Kenya
Job Description
The role involves managing walk-in, email, and phone inquiries, documenting service activities, resolving customer complaints, and ensuring adherence to Old Mutual’s customer service procedures. The officer will work collaboratively with various departments to close issues, support client communications, and contribute to continuous customer experience improvement. Duties also include managing customer surveys, handling social media queries, and responding to audit and financial requests in compliance with AML/KYC and confidentiality guidelines.
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.
ONLY ONLINE APPLICATIONS:
Interested candidates are advised that all applications should be submitted online;
To apply please click the “Apply” button below.
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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How to Apply
Manage customer interactions via walk-ins, emails, and other channels.
Report NPS scores and prepare other customer service reports.
Accurately document all customer service interactions.
Handle and resolve customer complaints efficiently.
Support call center, branches, and front-facing teams with required information.
Ensure timely response and closure of issues raised through the CRM system.
Conduct customer surveys and manage social media and email responses.
Retrieve and send monthly account statements in line with confidentiality guidelines.
Respond to audit and financial information requests.
Research and provide accurate information to customers.
Escalate complex issues and collaborate with relevant departments.
Participate in CX forums and liaise with the Group Customer Experience Unit.
Adhere to AML/KYC and compliance requirements.
Perform any other tasks assigned by the line manager.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Education:
Business-related degree
NQF Level 3 or NQF Level 2 (Below school leaving)
Experience:
Customer service experience, preferably in a multinational environment
Office experience using telephone and computer systems
Skills and Competencies:
Strong communication and interpersonal skills
Proficiency in MS Office (Excel, Word)
Ability to analyze data and provide recommendations
Professional, empathetic, and calm under pressure
Team player with proactive approach to operations
Knowledge of CRM systems and customer service principles
Ability to identify sales opportunities and upsell where appropriate
