Consultant Customer Care at Old Mutual

Job Description

Additional Information

• Manage the end-to-end customer experience for new and existing business by providing first line support to resolve queries, service and retain existing policies and generate sales by coordinating activities within Service Level Agreements (SLAs).
• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Take ownership of queries and ensure they are resolved timeously and effectively.
• Handle urgent and complex enquiries and requests received telephonically and via email.
• Escalate unresolved matters and keep the customer informed of any delays in resolving an issue.
• Maintain the outlined QA average on all calls.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Accurately and efficiently capture all customer data.
• Finalise calls at point of contact, where possible.
• Forward accurate policy documents to customers within mandated timeframes.
• Demonstrate excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.
• Matric
• Minimum 1 year customer service Short term insurance.
• 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. Has a good understanding of products and services.

Responsibilities
Product/Service Information

• Provide advanced product/service information.

Customer Order Processing

• Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

• Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

• Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

• Enter relevant information into the CRM system after each contact with a customer 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 multilevel sales script, to clarify the customer's requirements.

Renewals

• Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills

• Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Interpersonal Savvy
• Nimble Learning

Education

• NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

• 18 May 2025 , 23:59