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.
Role Description & Key Result Areas:
- Deal with client enquiries via telephone (inbound and outbound), email, and web-chat.
- First contact resolution of applicable queries/ transactions.
- Deals with first level escalations and complaints.
- Effectively manage customer expectations.
- Processing new and existing business on behalf of customers and advisors.
- Initiates processes and deals with clients requests across different platforms while adhering to productivity standards.
- Deals with first line queries and escalates complex queries appropriately (inbound and outbound)
- Finalises request at point of contact where possible.
- Conduct themselves in an ethical manner at all times.
- Individually accountable for managing own time, tasks and quality of output for periods of 1 day to a maximum of 3 months.
- Takes accountability for own performance, personal and career development.
- Improve knowledge and competencies by continual self-study and making use of learning opportunities available in the business.
- Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs and providing an exceptional customer experience.
- Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
- Demonstrates behavior in support of the organizational values.
- Takes accountability for own performance, personal and career development.
- Contribute to the overall effectiveness and success of the team.
- Maintain an ability to adapt to ever changing business and customer needs.
- Customer Centric
- Problem Solving
- Action Oriented self-starter
- Collaborative
- Computer literate
- Strong Communication (verbal/ written)
Role Requirements
- Matric (with Maths) or equivalent NQF level 4 qualification.
Skills
Education
Matriculation Certificate (Matric) (Required)
Closing Date
17 May 2023
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 Mutuals 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.
