Client Relations & Solutions Consultant

Old Mutual Life Assurance Company (SA) Ltd (PFA); Howick; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd (PFA) in Howick, KwaZulu-Natal, seeks a customer-focused professional to provide a positive experience by understanding needs, giving solutions, and directing customers to appropriate channels while adhering to standards. You will manage orders, resolve issues, and build lasting relationships using CRM data.

You will engage in proactive relationship development, ensure data quality for retention, and continually develop skills through training to

Qualifications

• Experience in customer service and relationship building.
• Ability to record and process customer orders based on predefined options.
• Respond to customer issues including returns, exchanges and complaints.
• Develop customer relationships through calls or in-person meetings to resolve queries.
• Enter relevant information into the CRM after each contact to ensure quality data for retention and business development.
• Interview customers to clarify requirements using a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services (renewals).
• Understand the organization’s policies and regulatory codes relevant to the role.
• Engage in training and coaching to build capability.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Resolve customer issues such as returns, exchanges and complaints; escalate where needed.
• Make calls to develop relationships and be the first contact for queries.
• Enter CRM data after each contact to ensure quality data for retention and business development.
• Interview customers to clarify requirements using a multilevel sales script.
• Provide exceptional renewals service to encourage continued use of products/services.
• Adhere to organizational policies and regulatory codes to ensure compliance.
• Develop and maintain 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

Strengthening Customer Relationships

Upselling

Education

NQF Level 3

NQF Level 2

Job description

Old Mutual Life Assurance Company (SA) Ltd (PFA) in Howick, KwaZulu-Natal, seeks a customer-focused professional to provide a positive experience by understanding needs, giving solutions, and directing customers to appropriate channels while adhering to standards. You will manage orders, resolve issues, and build lasting relationships using CRM data.

You will engage in proactive relationship development, ensure data quality for retention, and continually develop skills through training to