Information Call Centre Officer at Old Mutual Insurance Rwanda Plc: (Deadline 21 December 2021)
Old Mutual Insurance Rwanda (former UAP Insurance Rwanda) is a subsidiary of UAP Old Mutual Group, member of Old Mutual Limited, an Integrated financial service provider comprising Insurance, Banking, and Investment Business. Old Mutual insurance Rwanda vision is being the Rwandan’s revolutionary financial services company with a commitment to enhance the quality of life by delivering peace of mind and financial freedom.
Old Mutual Limited (OML) is a premium African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 14 countries. Our primary operations are in South Africa and the Rest of Africa, and we have niche businesses in Asia. We have 12 million customers and 30,000 employees and with over 175 years of heritage across sub-Saharan Africa, we are a crucial part of the communities we serve and broader society on the continent. The business is listed on the Johannesburg, London, Zimbabwean, Malawian and Namibian stock exchanges. The UAP Old Mutual Group comprises of three key players as a result of the acquisition of a controlling stake in Faulu in 2014 and UAP in 2015 by Old Mutual. The acquisition resulted in Old Mutual Kenya and UAP Holdings (www.uapoldmutual.com) as well as Faulu Microfinance Bank (www.faulukenya.com) forming one of the largest financial services groups with a growing footprint in East and Central Africa. The Group currently has operations in Kenya, Uganda, Tanzania, South Sudan and Rwanda. The Group now offers customers a comprehensive and enhanced range of financial services which include Investment, Insurance, Banking, and Savings as well as a wider and more accessible distribution network. The wider group also offers broad career growth prospects for employees. It therefore wishes to fill the below vacant position with qualified, experienced, and talented individual to strengthen its portfolio as a Pan – African Financial Services Group. The positions’ details are further outlined below;
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Role Title: |
Information Call Centre officer -1 Post |
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Business Unit(s): |
Rwanda |
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Business /Function: |
Information Call Center Officer |
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Location: |
Rwanda |
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Reports To: |
Customer experience manager |
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MDP Level: |
Manager of self |
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Role Size |
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Job Summary
To Champion customer experience by providing first information to customers through call center (eg: products information, claims process, payments, etc. on a day-to-day basis.
Key tasks and responsibilities
- Answer calls professionally
- Respond to customer enquiries
- Research required information using available resources
- Handle and resolve complaints
- Provide customers with product and service information
- Route calls to appropriate resources
- Follow up and resolve customer queries where necessary
- Complete call logs
- Produce call reports.
- Build customer’s interest in the services and products offered by the company
- Arrange for the dispatch information packages, brochures etc. to clients and interested parties
Qualifications and experience
- Minimum work experience of 1 year in the same role
- Qualified Registered Nurse or equivalent
- Experience in insurance an added advantage
- Progress in Professional qualification in insurance e.g. ACII, COP preferred
- Knowledge in customer service principles and practices
- Knowledge of call centre telephony and technology
Skills and competencies
- Communication skills – verbal, written and eloquence
- Knowledgeable and quick in decision making
- Mature, temperament, patience, and empathy
- Passion for people
- IT skills including familiarity of CRM solutions
- Good memory, ability to comprehend, captures as well as interprets basic customer information.
- Ability to follow through
- Self-drive initiative
- Sound judgmental powers: ability to manage difficult customer situations
- Attention to details
Please visit our careers page through: https://bit.ly/3dQ8Dtn
Interested candidate are requested submit their applications by 5.00 p.m. 21st December 2021.
Applicants must possess or be in the process of applying for a POLICE CLEARANCE CERTIFICATE as at the time of making an application.
ONLY short-listed candidates will be contacted.
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