Old Mutual: Call Centre Agent Trainees (Apply with Grade 12)
Old Mutual: Call Centre Agent Trainees (Apply with Grade 12)
Old Mutual: Call Centre Agent Trainees (Apply with Grade 12) Old Mutual is currently recruiting Call Centre Agent Trainees to join their team, offering an opportunity for individuals with a Matriculation Certificate (Matric) to develop their career in client service within a structured and supportive environment.
Job Responsibilities
- Client Query Resolution
- Telephone Interaction: Effectively handle inbound calls from clients, addressing queries and concerns in accordance with established Call Centre standards.
- Quality Standards: Ensure adherence to procedural, productivity, and quality standards set by Old Mutual.
- Escalation Process: Identify and escalate complex queries or issues to senior agents or supervisors for timely resolution.
- Inbound and Outbound Communication
- Proactive Communication: Make outbound calls as required, proactively reaching out to clients to provide information or follow up on previous interactions.
- Information Sharing: Share relevant information with clients, offering assistance and guidance based on on-the-job coaching and support.
- Client Interaction Management
- Closure of Calls: Aim to resolve client queries satisfactorily during the initial interaction, ensuring efficient call closure at the point of contact whenever possible.
- Customer Satisfaction: Prioritize client satisfaction through attentive listening, clear communication, and effective problem-solving skills.
- Technical and Product Knowledge
- Learning Curve: Develop a moderate level of technical knowledge related to Old Mutual’s products and services.
- Training and Development: Benefit from ongoing training and development opportunities to enhance product knowledge and service delivery skills.
- Multi-Skilling and Business Relevance
- Process Familiarization: Gain exposure to various product and process areas relevant to Old Mutual’s business operations.
- Adaptability: Demonstrate flexibility and readiness to handle different types of client interactions and service requests.
Required Skills and Qualifications
- Customer Service Excellence: Exhibit a passion for customer service, with the ability to handle client interactions professionally and courteously.
- Communication Skills: Strong verbal communication skills to effectively convey information and address client concerns over the phone.
- Problem-Solving Ability: Proven capability to identify issues, analyze situations, and propose effective solutions within established guidelines.
- Team Collaboration: Willingness to work collaboratively within a team environment, seeking guidance and support from supervisors when needed.
- Educational Requirement: Matriculation Certificate (Matric) is mandatory for this position.
Application Process
To apply for the Call Centre Agent Trainee position at Old Mutual, interested candidates are encouraged to visit Old Mutual’s official website or follow their specified recruitment procedures. Applications should highlight relevant experience and qualifications, emphasizing a commitment to delivering exceptional client service.
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