Call Centre Agent Trainee at Old Mutual Life Assurance Company

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 17 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.

We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.

This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards, under direct supervision. The incumbent is individually accountable for achieving results through their own efforts with support and coaching.

Specific KRA’s:

• Deals with client queries via telephone and email in adherence with Call Centre standards under supervision.
• Effectively meeting client needs under supervision.
• Finalizes calls at point of contact where possible.
• Ensures that complex queries are escalated appropriately.
• Takes inbound calls and shares relevant information with assistance and on the job coaching.
• Taking responsibility and ownership of tasks.

Personal Effectiveness

• Accepts and lives the company values.
• Accountable for service delivery through own efforts.
• Collaborates effectively with others to achieve personal results.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.

Quality Assurance

Adheres to service and quality standards

Job Requirements

•  Matric or equivalent NQF qualification.
•  Proof of current registration with a recognized Tertiary Institution, preferably correspondence students.
•  Computer literacy with knowledge of MS Office: Word, Excel and Outlook.
•  Ability to prioritize work.
•  Ability to work.
•  Strong communication and interpersonal skills, both written and verbal.
•  Work effectively with colleagues and clients to accomplish team goals.
•  Candidates should be available to work shifts as required by the business.
  

Competencies

•  Strategic
•  Innovation (Perspective)
•  Customer First
•  Leading with influence
•  Collaboration (Relating)
•  Executing
•  Personal Mastery (Learning)