Old Mutual Limited (OML) is a Pan-African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 13 African countries and boasts a rich heritage of 175 years. The primary listing of Old Mutual Limited, which comprises the East Africa business – UAP Old Mutual Group, on the Johannesburg Stock Exchange is a milestone the business attained in June 2018, with Secondary listings in Zimbabwe, Namibia & Malawi.

The UAP Old Mutual Group comprises three key players as a result of the acquisition of a controlling stake in Faulu in 2014 and UAP in 2015 by Old Mutual. The Group is one of the largest financial services groups with a growing footprint in East and Central Africa. It currently operates in Kenya, Uganda, Tanzania, South Sudan and Rwanda. UAP Old Mutual offers customers a comprehensive and enhanced range of financial services which include Investment, Insurance, Savings and Banking, as well as a wider and more accessible distribution network. The Group also offers broad career growth prospects for employees. It therefore wishes to fill the below vacant position with a qualified, experienced and talented individual to strengthen its portfolio as a Pan – African Financial Services Group. The position’s details are outlined below:

Job Summary

Answer incoming calls from customers, answer inquiries and questions, handle complaints, troubleshooting problems and provide information.

Key tasks and responsibilities:

• Answer calls professionally
• Respond to customer enquiries
• Research required information using available resources
• Handle and resolve complaints
• Provide customers with product and service information
• Route calls to appropriate resources
• Follow up and resolve customer queries where necessary
• Complete call logs
• Produce call reports.
• Build customer’s interest in the services and products offered by the company
• Arrange for the dispatch information packages, brochures etc. to clients and interested parties
• Performs other related tasks as instructed by the line Manager.

Academic/Professional Qualifications; experience; skills and competencies

• University degree in Communication or any related fields
• Minimum Experience of 3 years within the same role
• Knowledge of call centre telephony and technology
• Communication skills – verbal, written and eloquence
• Knowledgeable and quick in decision making
• Mature, temperament, patience, and empathy
• Passion for people
• IT skills including familiarity with CRM solutions
• Good memory, ability to comprehend, captures as well as interprets basic customer information.
• Ability to follow through
• Self-drive initiative
• Sound judgmental powers: ability to manage difficult customer situations
• Attention to details

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