Contact Centre Agent at Old Mutual

• Ensure that clients/staff/brokers get assisted in the best turn around times
• Ensure that clients/staff/brokers get professional and correct advice first time every time
• Ensure deadlines with regards to clients schedules and faxes are adhered to
• Ensure all activity and work allocated is completed and necessary feedback given
• Ensure all product, systems and process training completed
• Ensure regular meetings and discussion sessions are attended in order to stay abreast of any developments and enhancements in the National Contact Centre
• Ensure adherence to SLA ’s and Call Centre service levels
• Ensure effective implementation and compliance of Call Centre Admin/operational systems or procedures
• Ensure ALL calls are answered according to Call Centre standards
• Ensure adherence to QA Standards at all times
• Practice service with a SMILE
• Ensure activity is captured correctly to assist team leaders in drawing accurate stats for reporting
• Ensure adherence to scheduling times
• Ensure escalation and tracking of queries outside own ambit and responsibility
   

Job Requirements

• 1 year relevant experience
• Call centre experience
• Computer literate
• Appropriate Insurance Qualification
• Completed a Service Excellence Programme
• FAIS compliant
• Minimum period required to perform productivity in this job 6-12 months

Additional Details

• Strategic : Is able to understand, identify and acts on broader opportunities in order to drive longer term, value-adding change.Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunities
• Building Relationships : Build and Maintains strong relationships to better understand our partners and customers better. Identify people’s needs, interests, and inform and influence easily. Interact with people and engages through simple and powerful communication.
• Old Mutual Insure way of selling : Wins and retains partners and customers by identifying their needs of business challenges and matching them to the OMI products and services. Identifies opportunities to win more business through up-selling.
• Negotiating & Deal closing : Understand partner and customer drivers and leverage them to create negotiation power. Responds positively to objections and addresses our partner and customer’s needs to successfully close a sale. Use range of techniques and approaches to make agreements that add value for OMI and our partners and customers (Win:Win)
• Competing to win : Knows OMI’s products, value propositions and differentiations and leverages it against the competition. Knows what the competitors are offering, how OMI compares and used market data/tools to beat the competition.
• Customer : Putting the customer at the heart of business decisions and driving to improve value for customers.
• Collaboration : Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
• Personal Mastery : Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing : Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.