Customer Experience Consultant

VACANCY

CUSTOMER EXPERIENCE CONSULTANT

An exciting and challenging opportunity has arisen within Old Mutual Life Assurance Company (Malawi) Limited. Applications are invited to fill in the vacant position as follows:

Customer Experience Consultant

Location: Lilongwe

Key Duties and Responsibilities:

Reporting to the Customer Experience Officer, the successful candidate 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 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 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 is the reference code-: JR-73033 Customer Experience Consultant

Ensure 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 Wednesday (17:00hrs), 12th November 2025.