Customer Service Specialist page is loaded Customer Service Specialist Apply locations Pinelands Johannesburg time type Full time posted on Posted 6 Days Ago job requisition id JR-55006 Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionThis role deals with clients via telephone and/or correspondence on ambiguous and complex cases, playing a strong support role sharing information and persuading clients of appropriate course of action where necessary. The incumbent escalates very few cases, and is individually accountable for achieving results through own efforts.Deals with clients via telephone and/or corresponse in adherence to procedural, productivity and quality standards (as per other clerical staff), the standards that need to be achieved may differ from day to day based on where the business will best use this person's exceptional skills for that period (sometimes used in Rapid Response Team type team/SWAT team)Plays a strong support role involving sharing information and an element of convincingTakes inbound or makes outbound callsDeals with correspondence-related functions when requiredIs fully multi-skilled across all products and/or processesIs able to rotate between calls and correspondence for the day or part of the day as required (used in accordance with business requirements)No or limited escalation is required because of the skill and/or experience of the individualIs able to deal with ambiguity and complexity on a regular basisMay act as mentor to less experienced service consultants because of level of product and/or process knowledgeIs required to assist more junior staff with technical escalations and coachingIs required to assist management with attending to and resolving complex escalationsAssist in re-designing of processesRole qualifications and ExperienceMatric or relevant tertiary qualificationA minimum of 3 years experience in the financial services industryComputer literacy essential (Word/Excel/ Outlook/Powerpoint)Strong desire to provide superior serviceVery strong analytical and logical reasoning skillsExcellent communication (verbal and written) and interpersonal skillsAble to display tact, diplomacy and empathyEmployee benefits experienceKnowledge of pension fund administration and legislationSuperfund product knowledge advantageousOld Mutual Compass, EMS and AWD/Chorus experience advantageousSkillsEducationMatriculation Certificate (Matric)Closing Date14 June 2024The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question. Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19. All prospective employees are required to disclose their vaccination status as part of the recruitment process. Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so. The Old Mutual Story! About Us 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 14 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.#J-18808-Ljbffr