Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
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.
Provide advanced product/service information.
Record and process customer orders, selecting the most appropriate approach based on predefined options.
Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
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.
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.
Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
Provide exceptional service to customers to encourage continued use of the organization's products/services.
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.
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.
The position is that of a Multi-Skilled Servicing Professional whose primary role would be to interact telephonically and via e-mail with Members/Funds/Fund Trustees/Beneficiaries/Intermediaries by providing information, obtaining the required information to progress and process claims, assisting them on various products and adherence to procedural, productivity and quality standards, across many products and processes that of Old Mutual.
The incumbent will be working in a technically advanced and evolving Call Centre.
Initiates processes via mixed media (Email / In-Bound Calls)
Deals with first line queries
Deals with first line escalations
Job Requirements:
Skills
Call Center, Communication, Consultative 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, Pension Administration, Pension Funds, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling
Competencies
Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble Learning
Education
Matriculation Certificate (Matric) (Required)
Closing Date
03 June 2026 , 23:59
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story!
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.
Together with you, we have educated our children, given more homes warmth and light, empowered small businesses and improved infrastructure in Africa. Our story will continue #WithAfricaForAfrica.
