Multi-Skilled Servicing Professional

2 weeks ago

Pinelands, Northern Territory, Australia Old Mutual Limited Full time

Let's Write Africa's Story Together

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Key focus of the role:

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards.

The incumbent is individually accountable for achieving results through own efforts.

Role Description & Key Result Areas:

  • Deal with client enquiries via telephone (inbound and outbound), email, and web-chat.
  • First contact resolution of applicable queries/ transactions.
  • Deals with first level escalations and complaints.
  • Effectively manage customer expectations.
  • Processing of exception cases, following up on outstanding requirements within agreed service and quality standards.
     

    Role Description & Key Result Areas:

  • Customer Service Delivery
  • Initiates processes and deals with clients requests across different platforms while adhering to productivity standards.
  • Deals with first line queries and escalates complex queries appropriately (inbound and outbound)
  • Finalises request at point of contact where possible.

    Personal effectiveness
  • Conduct themselves in an ethical manner at all times.
  • Individually accountable for managing own time, tasks and quality of output for periods of 1 day to a maximum of 3 months.
  • Takes accountability for own performance, personal and career development.
  • Improve knowledge and competencies by continual self-study and making use of learning opportunities available in the business.

    Relationship building

  • Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs and providing an exceptional customer experience.

  • Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
  • Demonstrates behavior in support of the organizational values.
  • Takes accountability for own performance, personal and career development.
  • Contribute to the overall effectiveness and success of the team.
  • Maintain an ability to adapt to ever changing business and customer needs.

    Personal  Attributes
  • Customer Centric
  • Problem Solving
  • Action Oriented self-starter
  • Collaborative
  • Computer literate
  • Strong Communication (verbal/ written)
     

    Qualifications and experience:

    Role Requirements 

  • Matric or equivalent NQF level 4 qualification.
  • Post matric certification or qualification advantageous.
  • Experience working in a customer servicing environment advantageous.
  • Preference for additional languages
     

    Competencies

  • Strategic

  • Leading with Influence
  • Innovation (Perspective)
  • Execution
  • Customer First
  • Personal Mastery (Learning)
  • Collaboration (Relating)

Skills

Call Center, Communication, Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Pension Administration, Pension Funds, Probing Questions, Retirement Fund Administration, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble Learning

Education

Matriculation Certificate (Matric) (Required)

Closing Date

24 October 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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