Customer Experience Officer Job
Work Hours: Full-time, 08 hours per day
Salary:
Attractive
Job Deadline: 22 May 2023
Number of Jobs: 01
Hiring Entity: Old Mutual
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| Old Mutual |
Location: In Uganda
Job Details:
Job Description
• 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 up-selling and cross-selling techniques while engaging customers.
• Obtaining win-backs from surrender claim applicants in line with the set targets
• Promote and maintain a high quality, professional and service-oriented 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
• 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
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
Education
• Honours Degree (Hons): Business Administration
Application procedure
Interested applicants click here to apply
Posting Date: 2023-05-13
