Client Relations Consultant: Elevate the Customer Experience

Old Mutual Finance (Pty) Ltd; Polokwane; On-site; ZAR 120,000 - 165,000; Full time

Job summary

Old Mutual is seeking a customer-focused professional to provide a positive experience, manage expectations, answer inquiries, and direct customers to the correct channel while adhering to standards. You will build product knowledge and resolve issues.

Responsibilities include processing orders, handling returns and complaints, prospecting, CRM data entry, clarifying needs with a sales script, and renewing and upselling where appropriate. A strong service mindset and compliance are essential.

Qualifications

• NQF Level 4 - Grade 12 or equivalent is required.
• Experience with CRM software preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, choosing the best approach.
• Resolve basic and advanced customer issues, including returns and complaints.
• Make calls to allocated potential customers to develop relationships.
• Enter customer data into the CRM after each contact.
• Clarify customer requirements using a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services.
• Follow policies and procedures to ensure compliance and quality standards.
• Develop and maintain process or technical skills through training and coaching.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer Focus

CRM Software

Customer Service

Customer Service Operations

Customer Understanding

Data Management

Digital Consumer Engagement

Identifying Sales Opportunities

Probing Questions

Sales Data Management

Upselling

Decision Quality

Interpersonal Skills

Trust Building

Education

NQF Level 4 - Grade 12 or equivalent

Job description

Old Mutual is seeking a customer-focused professional to provide a positive experience, manage expectations, answer inquiries, and direct customers to the correct channel while adhering to standards. You will build product knowledge and resolve issues.

Responsibilities include processing orders, handling returns and complaints, prospecting, CRM data entry, clarifying needs with a sales script, and renewing and upselling where appropriate. A strong service mindset and compliance are essential.