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Old Mutual Kenya is a reputable financial institution based in Nairobi, offering a wide range of long-term savings, asset management, and investment solutions. Guided by their core values of Respect, Integrity, Accountability, and Pushing beyond boundaries, they are committed to providing excellent service to both individuals and corporate clients. They are currently seeking a dedicated and customer-focused Customer Experience Executive to join their 24/7 Contact Center team.
Old Mutual Kenya is looking for a proactive and customer-centric Customer Experience Executive to provide first-contact support through various channels in their Contact Center.
Customer Experience Executive - Old Mutual Kenya
Job Overview
Positions Available: 1
Employment Type: Contract
Deadline: Not Specified
Salary: Not Specified
Job Summary
The Customer Experience Executive will be responsible for handling customer inquiries and concerns through available channels in the Bank’s 24/7 Contact Center, ensuring efficient and effective first-contact resolution and adherence to service standards.
KEY PERFORMANCE INDICATORS
- Transactional Customer Satisfaction Index and/or NPS Score
- Number of resolved client queries at first contact.
- Service Quality Assurance Score
- Adherence to Service Level Agreements & Schedule
- Campaign reach rate
- Compliance to KYC/AML and applicable banks processes and procedures
- Product and Process Post Training Score
KEY RESPONSIBILITIES
- Handle customer enquiries and concerns through the various channels in the Contact Centre and Reception.
- Obtain information necessary to respond appropriately to customer requests or route interactions.
- Ensure adherence to schedule & managing of customer interactions for delivery of planned Service Level.
- Identify and escalate/route complex customer issues to the appropriate person/department for resolution as per the escalation matrix.
- Receive and process customer’s instructions as per procedure.
- Onboard customers onto the digital platforms & encourage utilization.
- Document all interactions according to the standard operating procedures.
- Make outgoing calls to customers’ existing and potential customers and track details of the interaction as prescribed in the campaign.
- Build value demand by educating customers about available services, products, or benefits to sell, cross-sell, and upsell.
- Initiate investigation through escalation of complaints not solved on-line to the Back-office Team and Contact Centre Operations Manager.
- Support in Service Quality Audits from time to time.
- Any other duties as shall be assigned from time to time.
Educational Qualification
- Undergraduate degree from a recognized university.
Professional Qualifications
- Certification in contact center or customer services is an added advantage.
Knowledge and Skills
- Excellent command of written and spoken English and Swahili.
- Experience manning multiple queues.
- Experience using Customer Relationship Management Tools.
- Knowledge of KYC/AML and Data Privacy.
- Knowledge of customer service principles and practices.
- Excellent data entry and typing skills.
- Proficient in MS Office Applications.
Experience
- 1 year work experience in a financial institution, front-facing, or Contact Centre role in the service industry.
Method of Application
Interested and qualified candidates should apply through the Old Mutual Kenya career portal:
📌 Note: Only shortlisted candidates will be contacted.
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