Job Description

Lets Write Africa’s Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

• Responding to clients that require funeral services and assisting them in terms of the laid down procedures.
• Provision of quotations and booking arrangements for funeral services.
• Coordination of repatriation and expatriation procedures.
• Assisting in taking bereaved families to the chapel for chapel service and body viewing.
• Assisting in preparation of wash, dress, arranging for body viewing, undertaking and other areas of funerals.
• Selling of coffins, caskets and marketing materials.
• Giving quotations, bookings and receiving payments for all hires.
• Capturing and maintaining correct and up to date individual funeral files.
• Claims processing and confirmation.
• Providing monthly reports on all services conducted.

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Responsibilities#

Product/Service Information#

Provide advanced product/service information.

Customer Order Processing#

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues#

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting#

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data#

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification#

Interview the customer, following a multilevel sales script, to clarify the customer’s requirements.

Renewals#

Provide exceptional service to customers to encourage continued use of the organization’s products/services.

Operational Compliance#

Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building#

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Software, Customer Retentions, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education

Bachelors Degree (B)

Closing Date

31 December 2024 , 23:59

The Old Mutual Story!