Contract Offered Salary :

Call Centre Agent-Fixed Term at Old Mutual Kenya

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Job Description

 Job Summary

  • The Call Centre Care Agent is responsible for managing all incoming calls to the Old Mutual.

Key Tasks And Responsibilities

  • Always answer incoming telephone calls into the Call Center in a professional manner. Provides information to customers via Old Mutual approved resources. Completes accurate and timely documentation of all services provided to callers. Assist clients with I-invest Account activation & Pin Resets Escalate / liaise with other teams on any issues which require further consultation.   Support the branches and front office team. Normal Call center duties. E.g., carrying out customer surveys, social media, and email management. Performs all other tasks as assigned by the line Manager. Retrieval and sharing of ad hoc statements in line with the OM confidentiality guidelines. Research required information using available resources. Handle and resolve and document complaints. Provide customers with product and service information in line with OM confidentiality guidelines.

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
  • Maintains a professional/customer service focus at all times.

Skills and competencies

  • 2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties
  • 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 Centre telephony and technology

Qualifications & Experience

  •  At least 1 year experience

Educational Requirement

  •  Bachelor’s Degree in a business-related field
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