Client Relations & CX Specialist

Old Mutual Limited; Empangeni; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Old Mutual Limited is seeking a customer-focused professional to deliver product information, process orders, and resolve issues. You will build relationships, capture accurate CRM data, and clarify customer needs using a structured sales script. The role emphasizes service quality, renewals, and compliance within a regulated environment.

You will act as a first point of contact for customers, escalating complex cases while ensuring data integrity and customer satisfaction across interactions.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; route appropriately.
• Make calls to allocated potential customers to develop relationships and be a first contact for inquiries.
• Enter relevant information into the CRM after each contact to ensure data quality for retention and development activities.
• Interview customers to clarify requirements following a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services.
• Develop working knowledge of policies, procedures and regulatory codes to ensure standards.
• Develop and maintain process or technical skills through assessment and coaching activities.

Skills

Consultative Selling

Customer Service

CRM Software

Data Management

Upselling

Relationship Building

Communication

Problem Solving

Probing Questions

Tools

CRM Software

Job description

Old Mutual Limited is seeking a customer-focused professional to deliver product information, process orders, and resolve issues. You will build relationships, capture accurate CRM data, and clarify customer needs using a structured sales script. The role emphasizes service quality, renewals, and compliance within a regulated environment.

You will act as a first point of contact for customers, escalating complex cases while ensuring data integrity and customer satisfaction across interactions.