Customer Service Representative

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

The position is a Call Centre Agent within the Customer Service Centre.

Key Result Areas

Client Service Delivery

• Deals with client enqueries via telephone or e-mail in adherence with productivity standards.
• Takes inbound calls and shares relevant information.
• Finalises call at point of contact where possible.
• Ensures that more complex queries are escalated appropriately.
• Makes outbound calls in accordance with predetermined schedules.
• Effectively manage any non-conformances.

Personal Effectiveness

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Quality Assurance

• Handles all queries in adherence with procedural and quality standards.
• Monitoring calls for quality assurance purposes, providing feedback to improve ...