Customer Experience Consultant (6 Positions)

Old Mutual Life Assurance Company

Exciting and challenging opportunities have arisen within Old Mutual Life Assurance Company (Malawi) Limited. Applications are invited to fill in the vacant positions as follows: –


Location: Blantyre (2), Lilongwe (3), Mzuzu (1)

Key Duties and Responsibilities:

Reporting to the Customer Experience Officer, the successful candidates will be responsible for:

  • 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 feed back 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 providing feedback and recommendations to management.
  • Contributing to team effort by performing other related tasks.

Required Education & Experience:

  • Must have a Bachelor’s degree in any relevant field from a reputable institution.
  • At least two years relevant work experience.

Skills & Attributes:

  • Proficient in Microsoft Word, Excel, and Power Point.
  • A passion for customers.
  • Mature and presentable.
  • Cheerful, vibrant, empathetic, and self-controlled
  • Ability to work under pressure.
  • Excellent interpersonal communication skills, both verbal and written.
  • Fast learner.
  • Highly organized and versatile.

To apply, visit our Website (, click About Us, open Careers and APPLY for the vacancy.

Below are the reference codes-:

Blantyre : JR-54059 Customer Experience Consultant

Lilongwe : JR-54055 Customer Experience Consultant

Mzuzu : JR-54061 Customer Experience Consultant

Make sure you upload your motivational letter, updated CV with three traceable referees, copies of relevant certificates and National ID.

Note: Manual applications will not be accepted.

Closing date for receiving these applications is Tuesday, 21st May 2024.