Call Centre Agent (OMAO)-1
Lets Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.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.
Minimum Requirements...
- Namibian Citizenship.
- A minimum qualification of Grade 12 with a minimum of 25 points.
- A tertiary qualification will be an advantage.
- Approximately 1 - 2 years customer service experience.
- Computer literate.
- Excellent client care orientation.
- Exceptional communication and interpersonal skills.
- Ability to build and sustain professional relationships.
- Knowledge of the Old Mutual products.
- Ability to work under pressure whilst remaining professional.
Job Specification...
- Deals with clients via telephone in adherence to procedural, productivity and quality standards.
- Strong support role involving sharing information.
- Answers and attends to all inbound calls and answering questions covering claims and productsinquiries.
- Finalizes calls at point of contact where possible.
- May escalate more complex queries.
- Stay updated on product and service processes.
- Partially multi skilled across product and process relevant to the business area.
- Deals with clients’ queries via various channels in adherence with productivity standards.
- Maintain a courteous and responsive approach to ensure customer satisfaction.
- Ensures that more complex queries are escalated appropriately.
- Ensures adherence to established protocols and best practices.
Skills
Competencies
Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble LearningEducation
Matriculation Certificate (Matric)Closing Date
14 September 2026 , 23:59The Old Mutual Story!