Job Description
- The Call Centre Care Agent is responsible for managing all incoming calls and client requests to the Old Mutual.
Key Tasks And Responsibilities
- Always answer incoming telephone calls into the Call Center in a professional manner.
- Provides information to customers via Old Mutual approved resources.
- Completes accurate and timely documentation of all services provided to callers.
- Assist clients with I-invest Account activation & Pin Resets
- Escalate / liaise with other teams on any issues which require further consultation.
- Support the branches and front office team.
- Normal Call center duties. E.g., carrying out customer surveys, social media, and email management.
- Performs all other tasks as assigned by the Line Manager.
- Retrieval and sharing of ad hoc statements in line with the OM confidentiality guidelines.
- Research required information using available resources.
- Handle and resolve and document complaints.
- Provide customers with product and service information in line with OM confidentiality guidelines.
Qualifications & Experience
Competences
- Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
- Proficient ability to analyze data and develop recommendations.
- Strong verbal and written communication skills
- Always maintains a professional/customer service focus.
Skills And Competencies
- 2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties.
- Business related degree
- At least one year insurance experience
- Progress in Professional qualification in insurance e.g., ACII, COP preferred.
- Knowledge in customer service principles and practices
- Knowledge of call Centre telephony and technology
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