Customer Support Consultant - Contract Position at Old Mutual

Job Description

Enable and manage the end-to-end customer servicing capability for SMEgO and other SME platforms as required. SMEgO is a new digital platform (across Web and App) that will enable the relevant jobs to be done within the OML SME strategy, and help SMEs run and grow their businesses as OML aims to penetrate this market. You will need to understand the relevant platform features, user journeys, and technical aspects of the platform(s) to be able to respond to and resolve customer, staff, and 3rd party (eg. funder) queries in a timeous and professional manner. Manage any escalation needed between product owners, delivery teams, and relevant partners (eg. funders). You will also gather and report on insights to enhance the customer servicing capability of the platform. This position is to start immediately until end December 2022 with the possibility of an extension. This position falls into the junior management category.

• Deliver world class service to our clients
• Engage with our customers telephonically, via email, and other future channels (eg. web chat)
• Go above and beyond the call of duty
• Responsible to man mailboxes
• You will be required to understand and resolve business and technical queries across multiple platforms and stakeholders (internal & external)
• Manage the query escalation process end-to-end (i.e. 2nd or 3rd Tier support) with multiple stakeholders
• Adhere to SLA and response times
• Align to processes and policies as part of the Corporate Servicing team
• Report on queries daily and weekly using Excel/Word/PowerPoint etc.
• Gather and provide insights to enhance the customer support feature
• Attend relevant Agile ceremonies to keep up to date with new features, enhancements etc.

Job Requirements

• Matric
• Relevant IT Qualification or certification
• 1-2 years’ experience as a customer service consultant, desktop support, or technical support
• Financial Services industry advantageous
• SME customer support experience advantageous
• Excellent communication & written skills are essential
• Must be proficient on MS Office (Outlook, Excel, PowerPoint, Word)
• Must have attention to detail and be organised
• Will be required to work on some weekends and after hours
• Shift work may be required
• Attention to detail
• Ability to work under pressure
• Technical know-how

Please note that this is a contract position until December 2022 and will be reviewed.

Skills: Education