Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Discover more

Malawi business directory

Interview preparation

Career development courses

Job Description

Clients’ Queries and Complaints: Receive, review, assess and resolve these in accordance with policy requirements and our customer charter.

Customer Engagement: Communicate with customers and other stakeholders to provide updates on queries and complaints statuses and any requirements needed from clients to resolve them.

Regulatory Compliance: Ensure all queries and complaints resolutions adhere to internal policies, regulatory requirements, and industry best practices.

Risk Management: Assess potential risks in queries and complaints processing, implement strategies to mitigate financial and reputational risks, and ensure early detection of fraudulent claims.

Reporting: Prepare and maintain accurate records and reports for management review.

Process Improvement: Identify trends in queries & complaints, recommend and implement improvements to proactively reduce these before they materialize.

Any other duties assigned from time to time

Resume building service

Provides 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. Provides specialist product and service knowledge that may lead to sales generation.

Discover more

Job search platform

Communication

Advertise in Malawi

Responsibilities Product/Service Information

Provide advanced product/service information and respond to basic customer questions about the product/service.

Customer Order Processing

Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Resolving Customer Issues

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

Discover more

Freelance work platform

Employer branding services

Job application tracking

Customer Relationship Development / Prospecting

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

Customer Relationship Management (CRM) Data

Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

• Receive, review, assess and resolve clients’ queries and complaints in accordance with policy requirements and our customer charter.
• Communicate with customers and other stakeholders to provide updates on queries and complaints statuses and any requirements needed from clients to resolve them.
• Ensure all queries and complaints resolutions adhere to internal policies, regulatory requirements, and industry best practices.
• Assess potential risks in queries and complaints processing, implement strategies to mitigate financial and reputational risks, and ensure early detection of fraudulent claims.
• Prepare and maintain accurate records and reports for management review.
• Identify trends in queries & complaints, recommend and implement improvements to proactively reduce these before they materialize.
• Provide advanced product/service information and respond to basic customer questions about the product/service.
• Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships.
• Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

• Communication
• Customer Service
• Problem-solving
• Risk Management
• Reporting
• CRM Systems

• Experience in customer service or a related field.
• Knowledge of policy requirements and customer charter.
• Understanding of regulatory requirements and industry best practices.
• Proficiency in CRM systems.
• Excellent communication and interpersonal skills.
• Ability to manage customer expectations and provide solutions.
• Specialist product and service knowledge.