Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Key focus of the role:

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.

The incumbent is individually accountable for achieving results through own efforts.

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

Customer Service Delivery

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 outboundFinalizes request at point of contact where possible.

Personal effectiveness

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.

Relationship building

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.

Personal Attributes

Customer CentricProblem SolvingAction Oriented self-starterCollaborativeComputer literateStrong Communication (verbal/ written)

Role Requirements

Matric or equivalent NQF level 4 qualification.Post matric certification or qualification highly advantageous.Ability to fluently communicate in additional South African Languages.Experience working within a customer service focused environment, handling inbound and outbound calls.Must be willing and able to work flexible rotational shifts between Monday to Saturday, between hours 07h00am and 22h00.

Skills

Education

Matriculation Certificate (Matric)

Closing Date

31 May 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 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!