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Old MutualContact Centre Agent
Old Mutual is seeking a Contact Centre Agent to join its team on a full-time, on-site basis in Harare. This position focuses on delivering positive customer…
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About This Role
Old Mutual is seeking a Contact Centre Agent to join its team on a full-time, on-site basis in Harare. This position focuses on delivering positive customer experiences through helpful, sensitive service while meeting productivity, quality, and procedural guidelines. The role involves handling customer requests, processing orders, resolving inquiries, and guiding clients to appropriate channels. Ideal candidates will possess a solid grasp of company offerings and communication skills.
Job Description
Old Mutual is seeking a Contact Centre Agent to join its team on a full-time, on-site basis in Harare. This position focuses on delivering positive customer experiences through helpful, sensitive service while meeting productivity, quality, and procedural guidelines.
The role involves handling customer requests, processing orders, resolving inquiries, and guiding clients to appropriate channels. Ideal candidates will possess a solid grasp of company offerings and communication skills.
Responsibilities
- Deliver advanced information regarding products and services
- Process and record customer orders using predefined options
- Manage and resolve basic to advanced complaints, returns, and exchanges, escalating when necessary
- Initiate telephone or in-person calls to prospective customers to build relationships
- Act as the initial point of contact for inquiries and complaints
- Input interaction data into the CRM system following each contact
- Interview clients using multilevel sales scripts to determine needs
- Encourage ongoing product and service usage through high-quality customer care
- Adhere to internal policies, regulatory codes, and required operational standards
- Engage in training, coaching, and development planning to build technical and process skills
Requirements
- Ability to execute consultative selling and manage customer complaints
- Proficiency with Customer Relationship Management software and data management
- Demonstrated competencies in action orientation, effective communication, and customer focus
- Decision quality, accountability, trust-building, and interpersonal savvy
Qualifications
- NQF Level 3
- NQF Level 2 - Below school leaving
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located and is it remote?
This position is on-site in Harare.
What is the employment type?
This is a full-time position.
What education or qualification level is required?
The posting lists NQF Level 3 and NQF Level 2 - Below school leaving qualifications.
What is the salary for this role?
The source posting does not specify a salary.
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