Client Relations & Customer Success Consultant

Old Mutual Finance (Pty) Ltd; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Old Mutual is seeking a customer-focused professional to deliver a positive customer experience by being helpful and sensitive to needs, managing expectations and directing customers to the correct channel in line with procedures. It also emphasizes product knowledge and delivering high-quality service.

The role covers information provision, order processing, issue resolution, CRM data entry, and ongoing relationship development, with adherence to compliance and continuous personal skill

Qualifications

• Advanced product/service information provision.
• Record and process customer orders.
• Handle returns, exchanges and complaints.
• Develop relationships with potential customers via calls.
• Enter customer interactions into the CRM.
• Clarify customer requirements using a multilevel script.
• Provide renewal services to encourage ongoing use.
• Adhere to policies, procedures and regulatory codes.
• Develop and maintain process or technical skills through training.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders.
• Resolve basic and advanced customer issues, such as returns, exchanges, and complaints.
• Make calls to allocated potential customers to develop relationships.
• Enter relevant information into the CRM system after each contact with a customer.
• Interview the customer to clarify requirements using a multilevel script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of organizational policies, procedures and regulatory codes.
• Participate in training and coaching to build skills.

Skills

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Job description

Old Mutual is seeking a customer-focused professional to deliver a positive customer experience by being helpful and sensitive to needs, managing expectations and directing customers to the correct channel in line with procedures. It also emphasizes product knowledge and delivering high-quality service.

The role covers information provision, order processing, issue resolution, CRM data entry, and ongoing relationship development, with adherence to compliance and continuous personal skill