Website Old Mutual
Old Mutual Limited is a listed company on the Johannesburg Stock Exchange and has secondary listings on the London, Malawi, Namibia and Zimbabwe stock exchanges. As a Pan-African financial services company, we are focused on Africa, her needs and her people.
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.
Skills
Competencies
Action Oriented
Communicates Effectively
Customer Focus
Decision Quality
Ensures Accountability
Instills Trust
Interpersonal Savvy
Nimble Learning
Education
NQF Level 4 – Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent
