Service Centre Consultant - Contact Centre at Old Mutual

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.

The 2 primary responsibilities are as follows:

Manage Query Resolutions

• Provide information on product.
• Guide customers on process.
• Educate customers on digital experience of the Mobile App.
• Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments.

Manage Complaints

• Receive and create a case for complaint from our customer channels.
• Track progress of complaint across the bank.
• Report on all complaints to Customer Committee.
• Identify reportable complaints and escalate priority.
• Ensure regulatory standards.
• Escalate complaints to specialists as is necessary.

Client Defined Services are: 

• Conversations to understand customer needs; then asking questions to ascertain the root cause of the issue or need
• Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.

Minimum Requirements:

• Matric/NQF Level 4
• Excellent customer service skill with a minimum of 6 months Customer Service experience. (Ideally from hospitality, retail, banking, financial, insurance or high-end service industries) Contact Centre experience preferred.
• English Language Proficiency at Level CEFR B1
• Digital Literacy
• Typing Speed
• Multi-Tasking Ability
• Basic Credit Card Knowledge
• Attention to Detail
• Resilience/Tenacity
• Customer Service Orientation (L3)
• Rational/Logical Thinking
• Problem Solving (L2)
• Technical Expertise (L2): Customer Service