Multi-Skilled Servicing Professional (Fixed Term)

Let's Write Africa's Story Together!

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

Key Performance Areas

Client Service Excellence

• Responds to customer enquiries via phone, email, and Bizagi, consistently meeting productivity benchmarks.
• Handles inbound calls/email and Tier 2 for MFC, OMP, and PF clients, ensuring prompt and professional service.
• Resolves queries at first point of contact whenever possible.
• Appropriately escalates complex issues to ensure timely resolution.
• Initiates outbound calls when necessary to support service delivery.
• Proactively manages service non-conformances to maintain quality standards.
• Ensures completion of NPS surveys for relevant customer interactions.

Personal Accountability and Effectiveness

• Takes ownership of service outcomes through independent effort.
• Manages personal workload, time, and quality of output over short-term cycles (1 day to 3 months).
• Continuously expands skillset to enhance individual contribution.
• Works collaboratively with team members to achieve personal and collective goals.
• Demonstrates commitment to and alignment with company values.

Service Quality and Assurance

• Adheres to established procedures and quality standards in handling all customer interactions.
• Participates in call monitoring for quality assurance, providing and receiving feedback to enhance service delivery.
• Delivers customer support across multiple channels (phone, email, chat, social media), ensuring satisfaction and issue resolution.
• Provides technical support by troubleshooting and guiding customers through solutions.
• Manages customer complaints efficiently, ensuring timely and satisfactory resolution.
• Supports onboarding and development of new team members through training and mentoring.
• Maintains flexible availability to meet business demands, including weekend shifts when required.

Skills, Qualifications & Experience

• Minimum Requirement: Matric
• Preferred: Post-matric qualification
• Prior experience in a Multiskilled Professional/Call Centre/Tier 2 role is advantageous
• Understanding of PF, MFC, and OMP products and processes is beneficial
• Excellent communication skills (verbal and written)
• Ability to perform under pressure
• Team-oriented with strong collaboration skills
• Sound judgment and effective problem-solving abilities
• High energy and strong client service orientation
• Experience in handling customer complaints is a plus
• Proficient in MS Office and possesses solid typing skills
• Familiarity with Old Mutual systems is essential: OMUNET, VANTAGE, EMS, BIZAGI, Outlook, Intranet, AWD, Avaya, CS Portal, Craft
• Willingness to work flexible hours, including Saturdays if required

Core Competencies

• Client Focus
• Commitment to Results
• Proactive Engagement
• Ownership and Accountability
• Technical Proficiency (Bancs, Bizagi, CMOS, Omunet)

Skills

Client-Focused, 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, Taking Initiative, Taking Ownership, Technical Knowledge, Technical Skills, 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

24 July 2025 , 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!