Old Mutual Kenya Call Centre Nurse Aide Jobs in Kenya

Old Mutual Kenya Call Centre Nurse Aide Jobs in Kenya;The Information Centre Care Agent is responsible for managing all incoming calls to Old Mutual Contact Centre 24/7.

Duties

Answer incoming telephone calls into the Call Center in a professional manner at all times.
Working with providers and the Old Mutual Case management team to manage the admission and discharge process of Old Mutual

Members Managing requests for services from providers, intermediaries, and clients, providing information on the Old Mutual provider network, available benefits per scheme policy and services and other routine information

Processing pre-authorization requests for outpatient services

Provides health information to customers via Old Mutual approved resources. Completes accurate and timely documentation of all services

provided to callers Escalate / liaise with claims/ care teams on any issues which require further consultation In conjunction with Smart applications resolve card issues raised at the point of service.

Attends all required training sessions and meetings. Normal contact Centre duties. E.g.

carrying out customer surveys, social media and email management. Performs all other tasks as assigned by the Contact Center Manager, Quality Assurance Supervisor.

To 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.

Responsibilities

Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

*Action Oriented

*Communicates Effectively

*Customer Focus

*Decision Quality

*Ensures Accountability#

*Instills Trust

*Interpersonal Savvy

*Nimble Learning

Education

Bachelor of Science in Nursing (BScN): Nursing

How to Apply

For more information and job application details, see; Old Mutual Kenya Call Centre Nurse Aide Jobs in Kenya

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