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  • Posted: Nov 19, 2021
    Deadline: Not specified
  • Old Mutual Limited (OML) is a premium African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 14 countries.

    Read more about this company


    OMF Service Centre Consultant

    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.



    • 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

    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

    Method of Application

    Interested and qualified? Go to Old Mutual on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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