Client Success & Relationship Consultant

Old Mutual Finance (Pty) Ltd; Volksrust; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Old Mutual South Africa is seeking a customer service professional to deliver a positive experience for every client. You will provide product information, process orders, resolve issues, and escalate when needed, while maintaining accurate CRM data.

Strong communication, problem-solving, and relationship-building skills are essential. The role involves proactive customer engagement, upselling where appropriate, and adherence to regulatory and company standards.

Qualifications

• Consultative selling and customer service skills with CRM familiarity.
• Strong understanding of customer service principles and data handling.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, selecting the most appropriate approach.
• Resolve customer issues (returns, exchanges, complaints); escalate as needed.
• Make calls to allocated potential customers to develop relationships.
• Provide a first point of contact for resolving customer queries and complaints.
• Enter CRM data after each contact to ensure quality data for retention and business development.
• Interview customers to clarify requirements using a multilevel script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies, procedures and regulatory codes to ensure standards.
• Participate in training and coaching to maintain skills.

Skills

Consultative Selling

Customer Service

CRM Software

Problem Resolution

Relationship Building

Upselling

Probing Questions

Data Management

Education

NQF Level 4 - Grade 12, National or Occupational Certificate or equivalent

Job description

Old Mutual South Africa is seeking a customer service professional to deliver a positive experience for every client. You will provide product information, process orders, resolve issues, and escalate when needed, while maintaining accurate CRM data.

Strong communication, problem-solving, and relationship-building skills are essential. The role involves proactive customer engagement, upselling where appropriate, and adherence to regulatory and company standards.