{"id":3461399,"url":"https://alion.io/job/old-mutual-limited-contact-centre-agent","title":"Contact Centre Agent","company":{"id":5366,"name":"Old Mutual Limited","domain":"oldmutual.com","url":"https://alion.io/company/oldmutual","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":89,"open_postings":47,"ghost_share":0,"stale_share":0.596,"repost_share":0.043,"time_to_fill_p50_days":12,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Harare, Zimbabwe"],"countries":["ZW"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-29T14:01:09Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-05T03:53:27Z","board_verified":false,"closed_at":"2026-11-05T03:53:27Z","days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Lets Write Africa's Story Together!\nOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this.\nJob Description\nTo 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\nProduct/Service Information\nProvide advanced product/service information.\nCustomer Order Processing\nRecord and process customer orders, selecting the most appropriate approach based on predefined options.\nResolving Customer Issues\nRespond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.\nCustomer Relationship Development / Prospecting\nMake 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.\nCustomer Relationship Management (CRM) Data\nEnter 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.\nCustomer Needs Clarification\nInterview the customer, following a multilevel sales script, to clarify the customer's requirements.\nRenewals\nProvide exceptional service to customers to encourage continued use of the organization's products/services.\nOperational Compliance\nDevelop 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.\nPersonal Capability Building\nDevelop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.\nnaSkills\nConsultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, UpsellingCompetencies\nAction OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble LearningEducation\nNQF Level 3 & NQF Level 2 - 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