Call Centre Agent-Old Mutual Life Assurance Company

🗏Job Type

Full Time

Old Mutual is the 2018 No 1 Top Employer in South Africa and Ghana and remains the Industry Leader in Financial Services and Insurance. We have also been certified as a Top Employer in all the 13 countries across the African continent. We are rooted in our purpose of “Enabling Positive Futures” and believe that a great customer experience is anchored in a great employee experience. We strive to enable our employees to Unleash Their Greatness through a Great Career, at a Great Global Company, with Great Leaders, in a Great Culture with Great Rewards and Recognition.

Key focus of the role:

The position is that of a Call Centre Agent whose primary role would be to interact telephonically and via e-mail with Members/ Funds/ Fund trustees/Beneficiaries/Intermediaries by providing information and assisting them on various products that Old Mutual offers. The incumbent will be working in a technically advanced and evolving Call Centre, which forms part of the OML CST Customer Services Business Unit.

KRA's
· Client Service Delivery

Deals with client enqueries via telephone or e-mail in adherence with productivity standards.
Takes inbound calls and shares relevant information.
Finalises call at point of contact where possible.
Ensures that more complex queries are escalated appropriately.
Makes outbound calls in accordance with predetermined schedules.

Effectively manage any non-conformances.


· Personal Effectiveness
· Accountable for service delivery through own efforts.
· Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
· Makes increased contributions by broadening individual skills.
· Collaborates effectively with others to achieve personal results.
· Accepts and lives the company values.

· Quality Assurance
· Handles all queries in adherence with procedural and quality standards.

Job Requirements
· Matric with Math’s essential.
· Post matric qualification will be advantageous.
· Old Mutual Corporate inbound Call Centre experience within the last 6 months to 1 year will be essential.
· In depth knowledge of Retirement Funding products especially SUPERFUND processes.
· Excellent verbal and written communication skills.
· Ability to work under pressure.
· Must be team orientated.
· High sense of client care with high energy levels.
· Experience with customer complaints handling is essential.
· Computer literate i.e. MS Office and good typing skills.
· Sound knowledge of Old Mutual systems i.e. S-Claims, Compass, OMUNET, AWD, Intranet, Rightfax system, soft phone is imperative.
· Own or reliable transport advantageous.
· Able to start work at flexible times (flexible start times from 7h30 to 8h30) & end the day at flexible times (flexible end times from 16h00 to 17h00 accordingly) (these hours might change in order to meet business needs).
· The Call Centre business hours are Mon-Fri from 08h00-17h00 (these hours might change in order to meet business needs).

Competencies
· Client Focus
· Gaining Commitment
· Initiating Action
· Ownership
· Technical Knowledge



Apply Here http://bit.ly/2srGGAn

Job id : , #75104, 514 views,

« Call Centre Manager NeededCall Center Consultants »