Lets Write Africa's Story Together!

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

Job Description

Provides 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. Provides specialist product and service knowledge that may lead to sales generation.

Responsibilities

Job Specification

• Dealing with client queries via telephone, in person and on email in adherence with procedural and productivity standards;
• Attending all customer queries relating to the Old Mutual Corporate Segment products;
• Answering all inbound calls and answering questions covering claims enquiries;
• Attending to all general product related enquiries;
• Ensuring all complex queries are escalated when necessary;
• Logging all customer queries and keeping record of all steps taken to resolve issues to completion;
• Guiding and mentoring Junior Call Centre Agents;
• Managing call queues in accordance with Service Level Agreements;
• Performing additional duties and responsibilities as required;
• Accountable for service delivery through own efforts;
• Individually accountable for managing own time, tasks and output quality;

 Minimum Requirements

• Namibian citizenship;
• A minimum qualification of Grade 12 with a minimum of 25 points;
• A tertiary qualification in Accounting and Finance will be an advantage, but is not a requirement;
• Minimum 3 years’ experience in the retirement fund industry will be an advantage;
• Computer literate;
• Excellent client care orientation;
• Excellent telephone demeanor and communication skills (verbal and written);
• Must be fluent in English and Afrikaans; and
• Fluent in local vernacular languages will be advantageous;
• Knowledge of the OM Corporate Segment process will be an advantage;
• Proven ability to meet and exceed tough business targets on a consistent basis;
• Ability to work under pressure whilst remaining professional;

 

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 Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Interpersonal Savvy

Manages Ambiguity

Manages Complexity

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent

Closing Date

21 August 2026 , 23:59

The Old Mutual Story!