Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.
This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity, and quality standards. The incumbent is individually accountable for achieving results through own efforts.
- Deal with clients via telephone in adherence to procedural, productivity and quality standards from a service centre perspective.
- Provide excellent quality of information to clients.
- Take inbound or make outbound service calls, with outbound calls being made in accordance with a predetermined schedule.
- Finalise service calls, with all relevant notes captured, where possible to reduce or eliminate after call handling/idle time.
- Attempt to resolve more complex queries and aim for first call resolution, but may escalate when necessary.
- Multi skilled across product and process relevant to the business area.
- Matric (Grade 12) Certificate
- Experience in Inbound customer service
- Contact Centre qualification or equivalency
- Problem solving.
- Empathetic
- Personal mastery
- Emotional Intelligence
- Customer Service
- Service Etiquette
- Capable of handling Inbound and Outbound Calls
- Understanding of basic Banking regulations and compliance
- Understanding Digital Channel (App & Online) and its finer workings
- Southern Sotho
- Northern Sotho
- IsiSwati
- IsiVenda
- IsiNdebele
- Setswana
- IsiXhosa
- IsiZulu
- Setsonga
- Afrika
Education
Closing Date
13 June 2024
The 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 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.
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