Old Mutual: Customer Care Consultant
Table of Contents
Job Overview
We are looking for a dedicated Customer Care Consultant to manage the complete customer journey for both new and existing clients. Your role will include providing first-line support to address queries, service current policies, retain clients, and drive sales—all while ensuring activities comply with established Service Level Agreements (SLAs).
You’ll assist customers by phone, guiding them through product options, pricing, and terms and conditions. Taking full ownership of queries, you will work to resolve them promptly, manage escalations effectively, and keep clients informed throughout the process.
Key Responsibilities
• Deliver excellent service by promptly handling incoming calls and emails, resolving both routine and complex enquiries.
• Finalize calls at the first point of contact where possible and ensure accurate policy documents reach customers on time.
• Accurately capture customer information in the system and maintain data quality.
• Maintain set QA standards across all customer interactions.
• Stay informed about product offerings, campaigns, rules, and conditions to provide accurate guidance and recommend the best solutions.
• Identify customer needs using effective questioning and follow a structured sales script when necessary.
• Promote customer retention through exceptional service and by handling renewals efficiently.
• Record all customer interactions in the CRM system to support ongoing customer retention and business growth.
• Monitor turnaround times and quality standards, proactively resolving issues to enhance customer service delivery.
• Ensure compliance with company policies, procedures, and regulatory guidelines.
• Participate in training and development activities to enhance your knowledge and technical skills.
Requirements
• Matric certificate.
• Minimum 1 year experience in customer service within the short-term insurance sector.
• Understanding of customer service standards, and the ability to manage customer expectations while providing solutions.
• Proficiency in handling customer complaints, sales opportunities, and upselling.
• Comfortable using CRM software and managing data effectively.
Skills & Competencies
• Consultative selling
• Customer service operations
• Handling customer complaints and feedback
• Strong relationship-building and communication skills
• Data management and digital engagement
• Identifying and acting on sales opportunities
• Action-oriented with good decision-making ability
• Builds trust and maintains accountability
• Quick learner with interpersonal savvy
Education
• NQF Level 3 & NQF Level 2 (Below school leaving)
Other Jobs
Application Deadline:
09 April 2025, 23:59
How to Apply:
Dailyspark is on Social media platforms for more updates, follow our WhatsApp channel
Disclaimer: Dailyspark.co.za is not in any way affiliated with any of the recruiters or employers featured in this website and does not recruit or process applications for any organization. Dailyspark is a career portal that helps our readers to get information on various employment opportunities.