Call Centre Agent – Permanent at Old Mutual Kenya

Job Description

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Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.

Job Summary

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

Roles & Responsibilities

Efficient & timely claim registration & pending claim documentation follow-up Assessor appointment, Windscreen claims processing, Issuance of Courtesy car Service provider invoice settlement Provide 24/7 support on road rescue. Evaluate all new claims and ensure reserves are up to date and appropriate service providers are put in place. Manage customer complaints, feedbacks, and communication. Provide claims status updates. Resolve minor claims complaints. Always answer incoming telephone calls into the Call Center in a professional manner. Escalate / liaise with other teams on any issues which require further consultation. Normal Call center duties. E.g., carrying out customer surveys, social media, email management. Performs all other tasks as assigned by the Call Center Manager Provide customers with product and service information

Requirements

Qualifications & Experience

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 Always maintains a professional/customer service focus. Analytical Thinking, Claims Communication, Constructive Feedback, Customer Follow-Ups, Customer Service, People Management, Professional Etiquette, Quality Assurance (QA)

Skills and competencies 

Availability to work any both day and night shifts. 1+ years Call Center experience. 2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties. Business related degree Progress in Professional qualification in insurance e.g., ACII, COP preferred. Experience working in the Insurance industry preferred.