Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
Matric (Grade 12) CertificateExperience in Inbound customer serviceContact Centre qualification or equivalencyProblem – solving.EmpatheticPersonal masteryEmotional IntelligenceCustomer ServiceService EtiquetteCapable of handling Inbound and Outbound CallsUnderstanding of basic Banking regulations and complianceUnderstanding Digital Channel (App & Online) and its finer workingsWorking hours are 45hours a week (Including every Saturday)
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.ResponsibilitiesProduct/Service Information
Provide advanced product/service information.
Customer Order ProcessingRecord and process customer orders, selecting the most appropriate approach based on predefined options.
Resolving Customer IssuesRespond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
Customer Relationship Development / ProspectingMake 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) DataEnter 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 ClarificationInterview the customer, following a multilevel sales script, to clarify the customer's requirements.
RenewalsProvide exceptional service to customers to encourage continued use of the organization's products/services.
Operational ComplianceDevelop 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 BuildingDevelop 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, UpsellingCompetencies
Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble LearningEducation
NQF Level 3 & NQF Level 2 - Below school leavingClosing Date
27 January 2025 , 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.
All prospective employees are required to disclose their vaccination status as part of the recruitment process.
Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.
The Old Mutual Story!