Old Mutual is recruiting a Senior Call Centre Agent, to be based in Windhoek, Namibia.
Duties
- Dealing with clients queries via telephone and email in adherence with procedural and productivity standards
- Attending to all customer calls and 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 to 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
Requistes
- 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
- 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
Notes
- Only shortlisted applicants will be contacted