Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
The position is a Call Centre Agent within the Customer Service Centre.
Key Result Areas
Client Service Delivery
- Deals with client enqueries via telephone or e-mail in adherence with productivity standards.
- Takes inbound calls and shares relevant information.
- Finalises call at point of contact where possible.
- Ensures that more complex queries are escalated appropriately.
- Makes outbound calls in accordance with predetermined schedules.
- Effectively manage any non-conformances.
- Accountable for service delivery through own efforts.
- Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
- Makes increased contributions by broadening individual skills.
- Collaborates effectively with others to achieve personal results.
- Accepts and lives the company values.
- Handles all queries in adherence with procedural and quality standards.
- Monitoring calls for quality assurance purposes, providing feedback to improve service delivery, and ensuring compliance with company standards.
- Customer Support: Providing assistance to customers via phone, email, chat, or social media, addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Technical Support: Offering technical assistance for products or services, troubleshooting problems, and guiding customers through solutions.
- Complaint Resolution: Managing and resolving customer complaints efficiently, ensuring that issues are addressed promptly and to the customer's satisfaction.
- Training and Mentoring: Assisting in the training of new employees, sharing best practices, and mentoring junior staff to develop their skills.
- Flexible Scheduling: Being available to work different shifts, including nights, weekends, and holidays, to meet the call center's operational needs
- Matric essential
- Post matric qualification will be advantageous
- Old Mutual inbound Call Centre experience of 1 2 years will be advantageous (telephony and email)
- In depth knowledge of PF, MFC and Customer products and processes will be advantageous
- Excellent verbal and written communication skills
- Ability to work under pressure
- Must be team orientated
- Good judgment and problem solving skills
- High sense of client care with high energy levels
- Experience with customer complaints handling is advantageous
- Computer literate i.e. MS Office and good typing skills
- Sound knowledge of Old Mutual systems i.e. OMUNET, VANTAGE, EMS, BIZAGI, Outlook, Intranet, AWD, Avaya, CS Portal, Craft, Right fax system, soft phone is imperative
- The Call Centre business hours are Mon-Fri from 07h30 to 17h00 (these hours might change in order to meet business needs). Saturday shift work will be required where necessary.
- Client Focus
- Gaining Commitment
- Initiating Action
- Ownership
- Technical Knowledge (Bancs/Bizagi/CMOS/Omunet)
- Matric
- Post Matric (advantageous)
Call Center, Complaint Resolutions, Customer-Support, Inbound Calls, Mentoring Staff, Outbound Calls, Quality Assurance (QA), Technical Support
Education
Matriculation Certificate (Matric) (Required)
Closing Date
19 July 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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