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04-12-17 13 Hits

Job Title Call Centre Agent

Location Pinelands,ZA

Organization Name OMEM Capability Cluster – Customer Retention Unit

Brief Description


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.

Old Mutual Group Assurance is seeking suitably qualified individuals as Call Centre Agents in the Customer Retention Unit.  This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.



·        Deals with clients via telephone in adherence to procedural, productivity and quality standards.

·        Strong support role involving sharing information.

·        Takes inbound or makes outbound calls, effecting outbound calls in accordance with predetermined schedule.

·        Finalizes calls at point of contact where possible.

·        May escalate more complex queries.

·        Moderate (intermediate) to high level of technical knowledge. 

·        Partially multi skilled across product and process relevant to the business area.



KRA's



Client Service Delivery

·        Deals with clients queries via telephone in adherence with productivity standards.

·        Ensures that more complex queries are escalated appropriately.

·        Finalises call at point of contact where possible.

·        Makes outbound calls in accordance with predetermined schedules.

·        Takes inbound calls and shares relevant information.



Personal Effectiveness

·        Accepts and lives the company values.

·        Accountable for service delivery through own efforts.

·        Collaborates effectively with others to achieve personal results.

·        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.



Quality Assurance

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

Job Requirements



·        Matric or equivalent NQF level 4 qualification.

·        Product and process knowledge essential

·        Preference will be given to candidates with Customer Retention experience.



Competencies

·        Client Focus

·        Gaining Commitment

·        Initiating Action

·        Ownership

·        Technical Knowledge

Register and APPLY Online

Additional Details

Appointments will be made in line with the Old Mutual Employment Equity Plan.

We welcome applications from candidates with disabilities.

Please note: Only applications submitted via our website will be considered. Email applications may not be considered.

pinelands, cape town

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