Call Centre Agent (Temp)

• Lets Write Africa's Story Together!
• Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

To provide 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. Has a good understanding of products and services.

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.

Minimum requirements

• Namibian citizen;
• A minimum qualification of Grade 12 with a minimum of 25 points;
• Minimum 2 years work experience in Call Center or Customer Care Centre;
• 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 advantageous

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

Instills Trust

Interpersonal Savvy

Nimble Learning

Education

Matriculation Certificate (Matric)

Closing Date

• 24 July 2026 , 23:59
• The Old Mutual Story!