Consultant Customer Care
Consultant Customer Care
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Lets Write Africas Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
Additional Information
Manage the endtoend customer experience for new and existing business by providing first line support to resolve queries service and retain existing policies and generate sales by coordinating activities within Service Level Agreements (SLAs).
Telephonically guide customers through the product offering pricing terms and conditions.
Take ownership of queries and ensure they are resolved timeously and effectively.
Handle urgent and complex enquiries and requests received telephonically and via email.
Escalate unresolved matters and keep the customer informed of any delays in resolving an issue.
Maintain the outlined QA average on all calls.
Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
Accurately and efficiently capture all customer data.
Finalise calls at point of contact where possible.
Forward accurate policy documents to customers within mandated timeframes.
Demonstrate excellent knowledge of the business product offerings campaigns rules and conditions in order to recommend the right solution to the customer.
Matric
Minimum 1 year customer service Short term insurance.
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 customers requirements.
Renewals
Provide exceptional service to customers to encourage continued use of the organizations products/services.
Operational Compliance
Develop working knowledge of the organizations 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
Consultative Selling Customer Complaint Management Customer Feedback Management CustomerFocused Customer Relationship Management (CRM) Software Customer Service Customer Service Operations Customer Understanding Data Management Digital Consumer Engagement Identifying Sales Opportunities Probing Questions Sales Data Management Strengthening Customer Relationships UpsellingCompetencies
Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble LearningEducation
NQF Level 3 & NQF Level 2 Below school leavingClosing Date
09 April 2025 23:59The 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!
Required Experience:
Contract
Employment Type
Full-Time
