Customer Experience Consultant

Old Mutual South Africa

Lilongwe

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

This role entails providing excellent customer experience by attending to walk in customers and ensuring adherence to Standard Operating Procedures.
• Providing excellent customer experience.
• Attending to all walk-in customers.
• Handling customer enquiries, queries, and complaints.
• Logging and tracking customer complaints, enquiries, and queries to ensure adherence to standard operating procedures and service level agreements.
• Proactively ensuring customers are provided with timely feedback in response to their complaints and queries.
• Escalating all outstanding queries and complaints and making sure they are resolved within the stipulated timeframe.
• Conducting monthly Net Promoter Score (NPS) surveys and providing feedback to business units on customer sentiments.
• Conducting quarterly Net Effort Score (NES) surveys and... More Detail

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