Client Relations & CRM Specialist

Old Mutual Life Assurance Company (SA) Ltd (PFA); Kempton Park; On-site; ZAR 100,000 - 145,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd (PFA) is seeking a dedicated customer service professional in Gauteng to provide advanced product information, process orders, and resolve issues with empathy. You will use CRM to log interactions and support retention and business development goals.

The role requires a Grade 12/NQF Level 4 credential, strong communication, and a proactive approach to upsell and cross-sell where appropriate, while adhering to policies and regulatory codes.

Qualifications

• NQF Level 4 or equivalent required.
• Grade 12 or equivalent matric certificate.
• Strong communication and customer service skills.
• Ability to upsell and cross-sell where appropriate.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders and manage expectations.
• Respond to customer issues, including returns and complaints; escalate when needed.
• Make calls to allocated potential customers to develop relationships and provide a first point of contact for resolving queries and complaints.
• Enter relevant information into the CRM system after each contact to ensure quality data for retention and business development.
• Interview the customer following a multilevel sales script to clarify requirements.
• Provide exceptional service to encourage continued use of products/services.
• Develop working knowledge of policies, procedures and regulatory codes of conduct relevant to own work and adhere to mandatory procedures.
• Develop and maintain process or technical skills through training and coaching.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer-Focused

Customer Relationship Management (CRM)

Customer Service

Customer Service Operations

Customer Understanding

Data Management

Digital Consumer Engagement

Identifying Sales Opportunities

Probing Questions

Sales Data Management

Strengthening Customer Relationships

Upselling

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent (Required)

Job description

Old Mutual Life Assurance Company (SA) Ltd (PFA) is seeking a dedicated customer service professional in Gauteng to provide advanced product information, process orders, and resolve issues with empathy. You will use CRM to log interactions and support retention and business development goals.

The role requires a Grade 12/NQF Level 4 credential, strong communication, and a proactive approach to upsell and cross-sell where appropriate, while adhering to policies and regulatory codes.