Critical objectives and 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.
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.
Customer Needs Clarification
Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
Renewals
Provide exceptional service to customers to encourage continued use of the organization's products/services.
Operational Compliance
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Experience, knowledge & skills required:
- Grade 12.
- Regulatory Examination (RE).
- Minimum NQF Level 4 Short Term Insurance (Required).
- Relevant Tertiary or Insurance Qualification.
- 2 3 years experience in customer service environment / call centre Experience within the financial services industry.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Attention to detail and accuracy.
- Customer-oriented.
- Customer-focused with a positive attitude.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Customer: Putting the customer at the heart of business decisions and driving to improve value for customers.
- Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
- Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.
- TA Interview: This will be a discussion with a member of the Talent Acquisition Team to give you an understanding of our business, our culture & values and more context on the role. It will also allow up the opportunity to get to know you more and ensure OMI can meet your career aspirations.
- Panel Interview: This will be with 2 members of the Leadership of the Hiring Team and 1 member of the HC Leadership Team.
- Technical & Psychometric Assessments: These will depend on the role and will sometimes happen concurrently with our vetting process.
- Final Feedback.
https://www.oldmutual.co.za/about/old-mutual-insure/
https://www.linkedin.com/posts/old-mutual-insure_i-work-at-old-mutual-insure-of-course-activity-7161674472469524483-w0j6?utm_source=share&utm_medium=member_desktop
Please note that, unfortunately, we cannot accept any applications after the closing date
