Old Mutual Jobs – Service Centre Consultant

Job Responsibilities:

• Ensure escalations to the relevant areas are done timeously and customer are kept updated on progress.
• Ensure all communications with customers are professional, accurate and via the approved business platforms
• Achieve KPIs are achieved according to the Service Standards.
• Ensure expert knowledge of all product features and Standard Operating procedures and processes are relevant and up to date.
• Ensure an easy, simple and accessible customer experience through educating customers on alternative self-service options available.
• Accurately record and document all customer interaction on the relevant operating systems
• Resolve all customer queries and request received via voice, email and any other digital platforms efficiently and within agreed Perform Service Standards.
• Execute First Contact Resolution service approach with every customer interaction
• Manage own development to increase own competencies.

Job Requirements:

• Agile – adopting tools, processes, and a mind-set of being nimble and delivering value as quickly and as often as reasonably possible
• Computer literate in MS Office
• Impact within a team environment (dynamic, articulate)
• High energy levels and a sense of urgency
• Conscientious
• Emotional maturity
• Excellent communication and listening skills
• Passion for customer service
• Analysing and diagnosing skills and troubleshooting skills

Qualification & Experience:

• National Senior Certificate (Grade 12) (Essential)
• Knowledge of basic calculations within a banking environment
• 1 to 3 Years telephony customer service environment within a retail banking environment
• Access to transport (own or public)
• Willing to work extended retail working hours and week-ends
• Additional Languages: Sepedi Setswana Xitsonga Sesotho Tshivenda

Job Details:

Company: Old Mutual

Vacancy Type:  Full Time

Job Location: Pretoria, Gauteng, South Africa

Application Deadline: N/A

Apply Here

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