Customer Experience Consultant

Lets Write Africa's Story Together!Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.Job DescriptionTo provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.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-controlledAbility to work under pressure.Excellent interpersonal communication skills, both verbal and written.Fast learner.Highly organized and versatile.SkillsCommunication, Consultative Selling, Customer Complaint Management, Customer Complaint Resolution, Customer Feedback Management, Customer-Focused, Customer Inquiries, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Interpersonal Relationships, Probing Questions, Sales Data Management, Strengthening Customer Relationships, UpsellingCompetenciesAction OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble LearningEducationBachelors Degree (B)Closing Date12 November 2025 , 23:59The Old Mutual Story!