Client Success & Relations Specialist

Old Mutual Limited; Polokwane; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Old Mutual Limited in Polokwane is seeking a customer service-focused professional to provide advanced product and service information, handle orders, and resolve issues with care.

You will develop relationships with potential customers, capture data in CRM, interview clients to clarify needs, and support renewals while ensuring compliance with policies.

This role emphasizes personal capability building, sales opportunities, and upselling to encourage ongoing engagement.

Qualifications

• Experience in consultative selling and CRM systems.
• Ability to handle customer queries, complaints, and returns.
• Familiarity with sales processes and data management.

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; elevate appropriately.
• Make calls to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Enter relevant information into the CRM system after each contact with a customer to ensure quality data.
• Interview the customer, following a multilevel sales script, to clarify the customer’s requirements.
• Provide exceptional service to customers to encourage continued use of the organization’s products/services.
• Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal 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 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent

Job description

Old Mutual Limited in Polokwane is seeking a customer service-focused professional to provide advanced product and service information, handle orders, and resolve issues with care.

You will develop relationships with potential customers, capture data in CRM, interview clients to clarify needs, and support renewals while ensuring compliance with policies.

This role emphasizes personal capability building, sales opportunities, and upselling to encourage ongoing engagement.