job Description

The agent is responsible for contacting existing customers and new prospects to sell Old Mutual products and services over the phone. Builds strong customer relationships by focusing on customers’ wants and needs. The agent will be responsible for contacting prospects who have responded to an advertising or direct marketing campaign, and using provided databases. Deals with clients in adherence to procedural productivity and quality standards. Brand Ambassadors and make first long-lasting impressions to customers as they are the first point of contact.

Duties and Responsibilities

Key Result Areas
-Provides quality sales service that results in the production of a business from new and existing sources which contributes to the profitability and growth of the company.
-Handles incoming and outgoing sales calls in accordance with predetermined schedules, campaigns, and targets.
-Guides customers through the product offering, pricing, terms, and conditions - telephonically.
-Provides accurate and efficient quotation/s to customers.
-Maintains an agreed lead-to-sale ratio.
-Required to work shifts as scheduled.
-Manages all allocated leads.
-Sells according to agreed targets and objectives.
-Identifies client financial needs.
-Maintains an agreed Quality Assurance average on all calls.
-Accurately and efficiently captures all customer data.
-Finalises calls at the point of contact, where possible.
-Forwards accurate policy documents/schedules to customers within mandated timeframes.
-Deals with all customers in a professional manner in strict accordance with business culture, products, and quality standards.
-Manages time and workloads to ensure that deadlines and targets are met.
-Keeps abreast of new technology being implemented.
-Demonstrates excellent knowledge of the business product offerings, campaigns, rules, and conditions to recommend the right solution to the customer.

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.

Qualifications and Experience

2 A Level passes or better.

Competency Requirements:
-Tenacity, Technical Knowledge, Sales Ability, Initiating Action, Decision Making, Client Focus.
-Confident, outgoing, and self-motivated with a strong work ethic.
-Team-oriented, open-minded, and willing to learn.
-Able to function effectively in a fast-paced work environment.
-Articulate with excellent verbal, written, and verbal communication and interpersonal skills and the ability to easily establish rapport with customers.
-Sales orientation and organizational skills.
-Good data entry, typing/keyboard skills, and impressive telephone etiquette, basic computer proficiency, particularly with Microsoft applications as well as web-based applications.
-Able to react effectively and calmly in emergencies.
-Adheres to customer information confidentiality standard.
-Agile to new products and technological changes.
-Knowledgeable about the Financial Industry.