Consultative Customer Experience Specialist

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd in Cape Town is recruiting for a call centre role that focuses on delivering a positive customer experience by being helpful and sensitive to needs, managing expectations, and directing customers to the correct channel per procedures.

You will handle information requests, process orders, resolve issues, and build relationships with customers using CRM tools and product knowledge to drive outcomes. The appointment aligns with employment equity plans.

Qualifications

• Grade 12/Matric is required.
• Heritage and OMP product knowledge and processes.
• Call centre experience with product/service understanding.
• Strong customer-facing and data management skills.
• Proficiency with CRM software and related tools.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, choosing the appropriate approach from predefined options.
• Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; elevate as needed.
• Make calls to allocated potential customers to develop relationships and be the first contact for queries.
• Enter information into the CRM after each contact to ensure data quality.
• 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 and adhere to standards.
• Participate in assessment and development planning activities and coaching.

Skills

Customer service

CRM software

Upselling

Consultative selling

Data management

Interpersonal skills

Communication

Education

Grade 12 / Matric

Tools

Bancs

Bizagi

CMOS

OMUNET

AWD

My Service & My Client

Job description

Old Mutual Life Assurance Company (SA) Ltd in Cape Town is recruiting for a call centre role that focuses on delivering a positive customer experience by being helpful and sensitive to needs, managing expectations, and directing customers to the correct channel per procedures.

You will handle information requests, process orders, resolve issues, and build relationships with customers using CRM tools and product knowledge to drive outcomes. The appointment aligns with employment equity plans.