Job Title: Customer Experience Officer Uganda Life
Organisation: Old Mutual
Duty Station: Kampala, Uganda
About US:
Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.
Key Duties and Responsibilities:
- To provide exceptional customer experience to clients at different channels/touchpoints
- To work as part of a team in the implementation of a customer service strategy that covers both new and existing customers (retail & corporate).
- To achieve the set KPIs, client retention and business revenue collection targets agreed in annual budget and medium-term plans by executing the Customer service strategy
- Effecting high quality customer engagements and activities that meet the set objectives and standards.
- Developing positive customer relationships through courtesy calls & health checks for both new and existing customers.
- End to end complaint management through the different CX channels/touchpoints i.e. Walk-Ins (Front Desk), Inbound Calls, Outbound Calls, eMails, Social Media & WebChat) and offer timely solutions to customer complaints/queries while maintaining set department quantitative and qualitative standards.
- Following up on all escalated issues to ensure resolution and minimize the TAT.
- Continuous business growth through upselling and crossselling techniques while engaging customers.
- Obtaining winbacks from surrender claim applicants in line with the set targets
- Promote and maintain a high quality, professional and serviceoriented company image to customers.
- Capturing & updating of customer data.
- Develop positive internal services and work relations with colleagues and stakeholders.
- Preparation of periodic Reports as required.
- Any other duties as and when assigned by the Line Manager
Key Performance Indicators
- Monthly premium collection as per set targets.
- Monthly referrals as per set targets.
- 100% complaint resolution within 24 hours.
- 60 courtesy calls daily.
- 50% of win backs from surrenders & cancellation
Qualifications, Skills and Experience:
- The applicant must hold an Honours Degree (Hons): Business Administration
- Skills: Annual Budgets, Business, Business Growth, Complaint Resolutions, Complaints Management, Customer Complaint Resolution, Customer Experience (CX), Customer Retentions, Customer Service, Customer Service Strategies, End-to-End Testing, Inbound Calls, Management Reporting, Online Chat Support, Outbound Calls, Periodic Reports, Referrals, Sales, Service Strategy, Strategic Objectives, Strategic Planning
How to Apply:
All candidates should apply online at the link below.
Deadline: 22nd May 2023
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