OMF Service Centre Consultant

4 days ago

Pinelands, Northern Territory, Australia Old Mutual Limited Full time $40,000 - $60,000 per year

Let's Write Africa's Story Together

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

Job Description

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A customer service professional responsible for engaging with customers via inbound and outbound voice calls, as well as Omni-channel platforms including Email, SMS, WhatsApp, Web Chat, and Voice. The role includes handling ad hoc tasks as per operational requirements, with a focus on converting current transactions to digital channels where applicable.

The incumbent is individually accountable for achieving results through their own efforts, while adhering to procedural, productivity, and quality standards.

A customer service professional responsible for engaging with customers via inbound and outbound voice calls, as well as Omni-channel platforms including Email, SMS, WhatsApp, Web Chat, and Voice. The role includes handling ad hoc tasks as per operational requirements, with a focus on converting current transactions to digital channels where applicable.

The incumbent is individually accountable for achieving results through their own efforts, while adhering to procedural, productivity, and quality standards.

Key Responsibilities:

  • Engage with customers across multiple channels (Voice, Email, SMS, WhatsApp, Web Chat) in line with quality and productivity standards.
  • Provide accurate and relevant information to customers.
  • Handle inbound and outbound service calls, with outbound calls following predetermined scripts and schedules in a blended (ratio) dialler environment.
  • Finalize service interactions with detailed notes and minimize after-call work or idle time.
  • Select appropriate disposition reasons from a predefined list to reflect the outcome of each interaction.
  • Strive for First Contact Resolution by resolving queries effectively.
  • Attempt to resolve complex queries independently, escalating only when necessary.
  • Verify and authenticate customer identity.
  • Attend to customer requests and enquiries accurately at the first point of contact, demonstrating OMF values and service standards.
  • Take ownership of customer interactions and identify when escalation is required.

Requirements:

Includes Saturday's.

Qualifications:

  • Matric (Grade 12) Certificate
  • Contact Centre qualification or equivalent

Experience:

  • Proven experience in servicing customers across multiple channels (Voice and Text)

Skills

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, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble Learning

Education

Matriculation Certificate (Matric)

Closing Date

18 September 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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