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