Tag Archives: “Call Centre Agent”

Call Centre Agent

Job Title Call Centre Agent
Job ID IRC41371
Location Pinelands,ZA
Organization Name CC CS Service Centres
Brief Description
Old Mutual is the 2018 No 1 Top Employer in South Africa and Ghana and remains the Industry Leader in Financial Services and Insurance. We have also been certified as a Top Employer in all the 13 countries across the African continent.  We are rooted in our purpose of “Enabling Positive Futures” and believe that a great customer experience is anchored in a great employee experience. We strive to enable our employees to Unleash Their Greatness through a Great Career, at a Great Global Company, with Great Leaders, in a Great Culture with Great Rewards and Recognition.

The position is that of a Call Centre Agent whose primary role would be to interact telephonically and via e-mail with clients/intermediaries/advisors by advising and assisting them on various products that Old Mutual offers. The incumbent will be working in a technically advanced and evolving Call Centre, which forms part of the OMEM CST Customer Services Business Unit.

KRA’s ·         Client Service Deliveryo    Deals with client enqueries via telephone or e-mail in adherence with productivity standards.

o    Takes inbound calls and shares relevant information.

o    Finalises call at point of contact where possible.

o    Ensures that more complex queries are escalated appropriately.

o    Makes outbound calls in accordance with predetermined schedules.

o    Effectively manage any non-conformances.

 

·         Personal Effectiveness

o    Accountable for service delivery through own efforts.

o    Individually accountable for managing own time, tasks and output quality for  periods of 1 day to a maximum of 3 months.

o    Makes increased contributions by broadening individual skills.

o    Collaborates effectively with others to achieve personal results.

o    Accepts and lives the company values.

 

·         Quality Assurance

    • Handles all queries in adherence with procedural and quality standards.
Job Requirements ·         Matric essential·         Post matric qualification will be advantageous

·         Old Mutual inbound Call Centre experience of 1 – 2 years will be advantageous (telephony and email)

·         In depth knowledge of the following processes:

  • Resolve forgotten passwords, resolve forgotten user number, login assistance
  • Resolve locked accounts, resolve disabled accounts, assist with “status” queries
  • Registration Assistance, browser issues (settings), mobile troubleshooting, navigation assistance

·         Excellent verbal and written communication skills

·         Ability to work under pressure

·         Must be team orientated

·         Good judgment and problem solving skills

·         High sense of client care with high energy levels

·         Experience with customer complaints handling is advantageous

·         Computer literate i.e. MS Office and good typing skills

·         Sound knowledge of Old Mutual systems i.e. EMS, Outlook, Intranet, MySeries, GCS, Avaya and CS Portal is imperative.

·         Able to start work at flexible times (flexible start times from 7h15 to 09h30) & end the day at flexible times (flexible end times from 15h45  to 18h00 accordingly) (these hours might change in order to meet business needs)

·         The Call Centre business hours are Mon-Fri from 07h30 to 18h00 (these hours might change in order to meet business needs).  Saturday shift work will be required where necessary.

Competencies

·         Client Focus

·         Gaining Commitment

·         Initiating Action

·         Ownership

·         Technical Knowledge

Additional Details Appointments will be made in line with the Old Mutual Employment Equity Plan. 

We welcome applications from candidates with disabilities.

 

 

Please Note: Only applications submitted via our website will be considered. Email applications may not be considered.

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