Old Mutual South Africa
OMF Client Relations Consultant (East London Hemingways Mall)
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Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
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.
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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.
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Skills
- Consultative Selling
- Customer Complaint Management
- Customer Feedback Management
- Customer-Focused
- Customer Relationship Management (CRM) Software
- 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
- NQF Level 3 & NQF Level 2 - Below school leaving
Closing Date
16 July 2026, 23:59
The 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.
The Old Mutual Story!
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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