Lets Write Africas Story Together!

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

Job Description

Purpose:

Provides 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. Provides specialist product and service knowledge that may lead to sales generation.

Responsibilities:

Product/Service Information: Provide advanced product/service information and respond to basic customer questions about the product/service.

Customer Order Processing: Record and process custom/special customer orders often dealing with ambiguous delivery expectations.

Resolving Customer Issues: Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting: Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data: Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and 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 complex multilevel sales script to clarify the customers requirements or assist in conducting interviews with potential customers making detailed notes to collect client requirements.

Renewals: Provide exceptional service to customers to encourage continued use of the organizations products/services.

Operational Compliance: Develop knowledge and understanding of the organizations policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology external regulation and industry best practices through ongoing education attending conferences and reading specialist media.

Requirements (Skills & Experience):

• Matric and/or equivalent
• Diploma or relevant qualification
• 2 - 4 years experience in Short Term experience
• Regulatory Examination (RE) advantageous
• Telephone etiquette speak English computer literate Comprehension understanding ability to be client centric

Skills

Competencies

Education

Closing Date

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!