OMF Service Centre Consultant - Cape Town, South Africa - Old Mutual

    Old Mutual
    Old Mutual Cape Town, South Africa

    2 weeks ago

    Old Mutual background
    Full time
    Description

    Description

    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.

    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.

  • Deal with clients via telephone in adherence to procedural, productivity and quality standards from a service centre perspective.
  • Provide excellent quality of information to clients.
  • Take inbound or make outbound service calls, with outbound calls being made in accordance with a predetermined schedule.
  • Finalise service calls, with all relevant notes captured, where possible to reduce or eliminate after call handling/idle time.
  • Attempt to resolve more complex queries and aim for first call resolution, but may escalate when necessary.
  • Multi skilled across product and process relevant to the business area.
  • Matric (Grade 12) Certificate
  • Experience in Inbound customer service
  • Contact Centre qualification or equivalency
  • Problem – solving.
  • Empathetic
  • Personal mastery
  • Emotional Intelligence
  • Customer Service
  • Service Etiquette
  • Capable of handling Inbound and Outbound Calls
  • Understanding of basic Banking regulations and compliance
  • Understanding Digital Channel (App & Online) and its finer workings

    • The following South African Languages will be advantageous

    Southern Sotho

    Northern Sotho

    IsiSwati

    IsiVenda

    IsiNdebele

    Setswana

    IsiXhosa

    IsiZulu

    Setsonga

    Skills

    Education

    Closing Date

    08 May 2024