Customer Advisor at Old Mutual

Job Description

Manage the end-to-end customer experience for new and existing business by providing first line technical support to resolve queries, service and retain existing policies and generate sales by co-ordinating activities within Service Level Agreements (SLAs) across internal providers for Interactive Voice Response (IVR), web and social media platforms.

• In-depth understanding of the website and content to manage customer experience and resolve technical or navigational issues.
• Troubleshoot and resolve technical problems with the support of digital.
• Actively participate in the testing and deployment of new releases or enhancements.
• Escalate unresolved matters and keep the customer informed of any delays in resolving an issue.
• Manage all telephonic and online customer communication and enquiries (e.g. voice, click-to-chat, online, e-mail etc.).
• Respond and resolve to customer “customer click-to-chat” requests through to resolution.
• Provide quality sales service that results in the production of business from new and existing sources
• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Provide accurate and efficient quotation/s to customers.
• Maintain an agreed lead to sale ratio, lead to quote ratio and quote to sale ratio.
• Manage all allocated leads.
• Sell according to agreed targets for the day.
• Maintain a 90% QA average on all calls.
• 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.