Customer Experience Consultant

Updated: May 16, 2024 07:17 PM GMT

Old Mutual South Africa

Blantyre

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 clients 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