OMF Call Centre Agent.Client Services & Operations & Administration.OMSA at Old Mutual South Africa

Job description

Brief Description

"Deals with clients via telephone in adherence to procedural, productivity and quality standards. Strong support role involving sharing information.Takes inbound or makes outbound calls, effecting outbound calls in accordance with predetermined schedule. Finalises calls at point of contact where possible. May escalate more complex queries. Moderate (intermediate) to high level of technical knowledge. Partially multi skilled across product and process relevant to the business area."

KRA's

• Client Service Delivery
• Deals with clients queries via telephone in adherence with productivity standards.
• Takes inbound calls and shares relevant information.
• Guides client and convinces client of appropriate course of action if necessary.
• Finalises call at point of contact where possible.
• Ensures that more complex queries are escalated appropriately.
• Personal Effectiveness
• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality over periods of 1 day to a max of three 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.

Job Requirements

• Matric
• Product and process knowledge essential
• Client Focus
• Gaining Commitment
• Initiating Action
• Ownership
• Technical Knowledge

Additional Details

Eligibility to participate in a Short Term Incentive (“STI”) scheme and an Employee Shareholding Scheme Plan, subject to the rules of the schemes

All applications are made in line with Old Mutual Finance’s Employment Equity Plan