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: –

CUSTOMER EXPERIENCE CONSULTANT

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 (www.oldmutual.co.mw), 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.