OMF Service Centre Consultant at Old Mutual

Job Requirements:

• Resolve all customer queries and request received via voice, email and any other digital platforms efficiently and within agreed Perform Service Standards. 
• Execute First Contact Resolution service approach with every customer interaction
• Ensure all communications with customers are professional, accurate and via the approved business platforms
• Accurately record and document all customer interaction on the relevant operating systems
• Ensure escalations to the relevant areas are done timeously and customer are kept updated on progress.
• Achieve KPIs are achieved according to the Service Standards.
• Ensure an easy, simple and accessible customer experience through educating customers on alternative self-service options available.
• Ensure expert knowledge of all product features and Standard Operating procedures and processes are relevant and up to date.
• Manage own development to increase own competencies.

Qualifications:

• National Senior Certificate (Grade 12) (Essential) 
• 1 to 3 Years telephony customer service environment within a retail banking environment
• Knowledge of basic calculations within a banking environment

Competencies required:

• Passion for customer service
• Excellent communication and listening skills
• High energy levels and a sense of urgency
• Impact within a team environment (dynamic, articulate)
• Emotional maturity

Conscientious
Agile – adopting tools, processes, and a mind-set of being nimble and delivering value as quickly and as often as reasonably possible      
Analysing and diagnosing skills and troubleshooting skills
Computer literate in MS Office

Additional Requirements:

• Willing to work extended retail working hours and week-ends
• Access to transport (own or public)
• Additional Languages: Sepedi Setswana Xitsonga Sesotho Tshivenda