Consultant Customer Care

1 week ago

Pinelands, Northern Territory, Australia Old Mutual Limited Full time $40,000 - $80,000 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

Purpose: Manage the end-to-end customer experience for new and existing business by providing first line support to resolve queries, service and retain existing policies and generate sales by co-ordinating activities within Service Level Agreements (SLAs).Responsibilities:
  • Telephonically guide customers through the product offering, pricing, terms and conditions.
  • Take ownership of queries and ensure they are resolved timeously and effectively.
  • Handle urgent and complex enquiries and requests received telephonically and via email.
  • Escalate unresolved matters and keep the customer informed of any delays in resolving an issue.
  • Maintain the outlined QA average on all calls.
  • Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
  • 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.
     
Job Requirements:
  • Matric
  • Regulatory Examination (RE) - Required
  • Minimum NQF Level 4 Short Term Insurance - (Required)
  • Relevant Tertiary and/or Insurance Qualification
  • 2 – 3 years' experience in the short-term insurance industry.
Competencies:
  • Customer Service
  • Customer Interaction
  • Analytical Thinking
  • Collaboration
  • Executing
Skills and Attributes
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Attention to detail and accuracy.
  • Customer-oriented 
  • Customer-focused with a positive attitude.
  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.

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 AccountabilityInterpersonal SavvyManages AmbiguityManages Complexity

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

12 November 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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