Contact Centre Agent

About the role

Old Mutual is hiring a Contact Centre Agent in Harare to deliver a positive customer experience. The agent helps customers by being helpful and sensitive to their needs, manages expectations and provides solutions, including directing customers to the right channel while following procedural, productivity and quality standards. The role requires a good understanding of the company's products and services.

Key responsibilities

• Provide advanced product and service information.
• Record and process customer orders, choosing the most appropriate approach from predefined options.
• Resolve basic and advanced customer issues such as returns, exchanges and complaints, escalating them appropriately.
• Prospect potential customers by phone or in person and act as a first point of contact for queries and complaints.
• Enter contact details into the CRM system after each interaction to support retention and business development.
• Clarify customer requirements through interviews using a multilevel sales script.
• Renew customers' use of the organisation's products and services.
• Follow the organisation's policies, procedures and regulatory codes of conduct.
• Take part in assessment, development planning and training to build technical skills.

Required profile

• NQF Level 3 and NQF Level 2 qualifications, below school-leaving level.
• Competencies: action oriented, communicates effectively, customer focus, decision quality, accountability, trustworthiness and interpersonal savviness.

Required skills

• Consultative selling and identifying sales opportunities
• Customer complaint and feedback management
• Customer relationship management (CRM) software
• Probing questions and upselling