Call Centre Agent – Kenya – 2024

Position: Call Centre Agent

Location: Kenya
Type of Job: Customer Care
Job Category: Customer Service
Reporting to: Customer Service Manager
Application Deadline: December 12, 2024

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Introduction

Are you passionate about delivering exceptional customer service and creating meaningful customer experiences? At Old Mutual, we are looking for a highly motivated Call Centre Agent to join our dynamic team. This is an exciting opportunity for someone with a customer-focused mindset to engage with clients, resolve their concerns, and provide advanced product and service information.

If you thrive in a fast-paced, customer-centric environment and are ready to make a difference, this role is perfect for you.

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Key Responsibilities

As a Call Centre Agent, your primary goal will be to ensure customer satisfaction by addressing their needs promptly and effectively. Below are your core responsibilities:

Product/Service Information

• Provide detailed and advanced information about Old Mutual’s products and services, ensuring clarity and accuracy.

Customer Order Processing

• Accurately record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

• Respond to basic and complex customer issues, such as returns, exchanges, and complaints.
• Escalate unresolved or sensitive issues to the appropriate departments.

Customer Relationship Development / Prospecting

• Make outbound and inbound calls to potential and existing customers to strengthen relationships and ensure satisfaction.
• Serve as the first point of contact for customer queries and complaints.

Customer Relationship Management (CRM) Data

• Update the CRM system with relevant information after every customer interaction to maintain high-quality data for retention and business development.

Customer Needs Clarification

• Use a multilevel sales script to interview customers and clarify their requirements, ensuring a tailored solution is provided.

Renewals

• Deliver exceptional service to encourage customers to continue using Old Mutual’s products and services.

Operational Compliance

• Follow the company’s policies, procedures, and regulatory codes to ensure compliance in all customer interactions.

Personal Capability Building

• Participate in training and development programs to enhance technical and process skills.
• Seek coaching and feedback to continuously improve performance.

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Qualifications and Skills

To excel as a Call Centre Agent, you should possess the following skills and qualifications:

Essential Skills

• Customer Relationship Management (CRM) Software: Proficient in using CRM systems to log and manage customer interactions.
• Customer Complaint Management: Capable of resolving customer complaints effectively.
• Upselling and Identifying Sales Opportunities: Skilled at recognizing customer needs and recommending additional products/services.
• Consultative Selling: Expertise in understanding customer requirements and providing tailored solutions.
• Customer-Focused Approach: A deep understanding of customer needs and expectations.

Core Competencies

• Action-Oriented: Demonstrates a proactive approach to tasks.
• Communicates Effectively: Strong verbal and written communication skills.
• Customer Focus: Consistently prioritizes customer satisfaction.
• Decision Quality: Makes sound decisions based on available information.
• Ensures Accountability: Takes ownership of tasks and follows through.
• Instills Trust: Builds trust through honesty and reliability.
• Interpersonal Savvy: Easily builds rapport with customers and colleagues.
• Nimble Learning: Quickly adapts to new tools, technologies, and processes.

Education Requirements

• NQF Level 3 & NQF Level 2 (Below school leaving qualification).

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Company Culture and Values

At Old Mutual, we pride ourselves on fostering a supportive, collaborative, and innovative work environment. Our mission is to empower our customers by providing reliable financial solutions and exceptional service. As a Call Centre Agent, you’ll be an integral part of a team that values integrity, accountability, and a customer-first approach.

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Why Join Old Mutual?

• Be part of a company with a long-standing reputation for excellence in customer care.
• Gain access to continuous professional development opportunities.
• Work in a dynamic and inclusive environment that values teamwork and innovation.

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How to Apply

Are you ready to take the next step in your career? Apply now to become a part of the Old Mutual team and make a difference in our customers’ lives.

Application Deadline: December 12, 2024, 23:59

Click the [Apply for Job] button below to submit your application. Ensure your CV is up-to-date and includes relevant skills and experiences for this role.

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Equal Opportunity Statement

We are an equal opportunity employer and are committed to attracting and retaining the best employees from all backgrounds. Only shortlisted applicants will be contacted.

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