Multi-Skilled Servicing Professionals - (FTC X6 Months) at Old Mutual South Africa

Job Desciption

• Deals with client enquiries via telephone (inbound and outbound), email, web chat
• First contact resolution of applicable queries/ transactions
• Deals with first level escalations and complaints
• Effectively manage customer expectations
• Processing new and existing business on behalf of customers and advisors

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 outbound)
• Finalizes 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 Centric
• Problem Solving
• Action Oriented self-starter
• Collaborative
• Computer literate
• Strong Communication (verbal/ written)

Requirements:

• Matric (with Maths) or equivalent NQF level 4 qualification.
• You must be able to work flexible start times (shift-work) Mon-Fri from 07h00-20h00 and Sat 08h00-13h00. This will be reviewed from time to time, based on business requirements
• 1 Year of Call Centre and back office background experience, in an outbound telephony and/or back office processing experience
• Willingness to work shift work including weekends
• Engaging customers and adviser telephonically, email
• Processing Policy Servicing Transaction i.e. New Business, Policy Servicing and Claims

Education

• Matriculation Certificate (Matric) (Required)

Closing Date: 4th, May 2022