Trainee Call Centre Agent

This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards, under direct supervision. The incumbent is individually accountable for achieving results through their own efforts with support and coaching.

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 17 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.

We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.Old Mutual Group Assurance is seeking suitably qualified individuals as Call Centre Agents in the CS Service Centre.


This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards, under direct supervision. The incumbent is individually accountable for achieving results through their own efforts with support and coaching.
· Deals with client queries via telephone in adherence with Call Centre standards under supervision· Escalate complex queries to more senior agents.· Takes inbound calls and shares relevant information with assistance and on the job coaching.· Finalises calls at point of contact where possible· Learner to Moderate level of technical knowledge.· Limited multi skilling across product and process relevant to the business area.
KRA’s

Client Service Delivery· Deals with client queries via telephone in adherence with Call Centre standards under supervision.· Effectively meeting client needs under supervision· Ensures that complex queries are escalated appropriately.· Escalate complex queries to more senior agents.· Takes inbound calls and shares relevant information with assistance and on the job coaching.· Taking responsibility and ownership of tasks

Personal Effectiveness· Accepts and lives the company values.· Accountable for service delivery with assistance and coaching· Collaborates effectively with others to achieve personal results.· Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.· Makes increased contributions by broadening individual skills .
Quality Assurance· Handles all queries in adherence with procedural and quality standards.Job Requirements· Matric or equivalent NQF level 4 qualification.
Additional RequirementsCandidates should be available to work the following shifts:9am – 2pm or 10am to 3pm.

How to Apply

Apply online at Old Mutual site

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