Old Mutual Kenya – Call Centre Agent – Permanent.

Job Description

• 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

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.

To apply

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