Customer Experience Officers

About This Job

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client Old Mutual Life Assurance Uganda Ltd, we are looking for skilled and competent Customer Experience Officers to work in Kampala.

Job Details

Number of Vacancies: 2

Reports to: Customer Experience Manager

Department: Customer Experience and Operations

Purpose and Descriptor of the Role

• To provide exceptional customer experience to clients at different channels/touchpoints
• To work as part of a team in the implementation of a customer service strategy that covers both new and existing customers (retail & corporate).
• To achieve the set KPIs, client retention and business revenue collection targets agreed in annual budget and medium-term plans by executing the Customer service strategy.

Key Outputs

• Effecting high quality customer engagements and activities that meet the set objectives and standards.
• Developing positive customer relationships through courtesy calls & health checks for both new and existing customers.
• End to end complaint management through the different CX channels/touchpoints i.e. Walk-Ins (Front Desk), Inbound Calls, Outbound Calls, emails, Social Media & WebChat) and offer timely solutions to customer complaints/queries while maintaining set department quantitative and qualitative standards.
• Following up on all escalated issues to ensure resolution and minimize the TAT.
• Continuous business growth through up-selling and cross-selling techniques while engaging customers.
• Obtaining win-backs from surrender claim applicants in line with the set targets.
• Promote and maintain a high quality, professional and service-oriented company image to customers.
• Develop positive internal services and work relations with colleagues and stakeholders.
• Preparation of periodic Reports as required.
• Any other duties as and when assigned by the Line Manager.

Deliverables (Work Elements)

The following detailed outputs are required from this role.

• Monthly premium collection as per set targets.
• Monthly referrals as per set targets.
• 100% complaint resolution within 24 hours.
• 60 courtesy calls daily.
• 50% of win backs from surrenders & cancellation
• Any other duties as may be assigned by your supervisor

Requirements

Qualifications and Experience

A good university degree (at least 2nd Class), at least 2 years’ professional working experience and diverse language proficiency are basic requirements

Skills and Competences

• Excellent communication and interpersonal skills.
• Analytical, critical thinking and problem-solving skills.
• Diverse language proficiency.
• Consistency and persistency.
• Taking self-Initiative.
• Extroverted and jolly character.
• Ability to work under pressure with minimal supervision to achieve deadlines.

ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.