Let's Write Africa's Story Together!

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

Responsibilities

Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Overview
 

The position is that of a Multi-Skilled Servicing Professional whose primary role would be to interact telephonically and via e-mail with Members/Funds/Fund Trustees/Beneficiaries/Intermediaries by providing information, obtaining the required information to progress and process claims, assisting them on various products and adherence to procedural, productivity and quality standards, across many products and processes that of Old Mutual.

The incumbent will be working in a technically advanced and evolving Call Centre.

Initiates processes via mixed media (Email / In-Bound Calls)
Deals with first line queries
Deals with first line escalations

 

Job Requirements:

• Call Centre Experience
• Understanding & Knowledge of Pension and Provident Fund Industry
• Chorus (Advantageous)
• Compass (Advantageous)
• sClaims (Advantageous)
• Additional languages would be preferred but advantageous - Sotho, Tswane and Venda.

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, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education

Matriculation Certificate (Matric) (Required)

Closing Date

09 September 2026 , 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.

The Old Mutual Story!