Customer Success & Relations Specialist

oldmutual; Volksrust; On-site; ZAR 150,000 - 210,000; Full time

Job summary

Old Mutual South Africa is seeking a customer service professional to provide excellent service, handle orders, and resolve inquiries. You will manage CRM data, develop customer relationships, and ensure compliance with policies and procedures.

The role emphasizes consultative selling, problem resolution, and proactive engagement with customers to foster loyalty and growth within the organisation.

Qualifications

• Listed skills reflect customer service, CRM, and sales-focused capabilities.
• Experience with handling inquiries, complaints and order processing is expected.
• Familiarity with CRM data entry and customer retention activities.

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; escape appropriately.
• Make calls to allocated potential customers to develop relationships; resolve customer queries and complaints.
• Enter relevant information into the CRM system after each contact with a customer to ensure data quality.
• Interview the customer to clarify requirements using a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies, procedures and regulatory codes to ensure compliant work.
• Develop and maintain excellent process or technical skills through training and coaching.

Skills

Consultative Selling

Complaint Management

Feedback Management

Customer Focus

Customer Service

Service Operations

Customer Understanding

Data Management

Digital Engagement

Sales Opportunities

Probing Questions

Sales Data

Upselling

Strengthening Relationships

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent (Required)

Tools

CRM Software

Job description

Old Mutual South Africa is seeking a customer service professional to provide excellent service, handle orders, and resolve inquiries. You will manage CRM data, develop customer relationships, and ensure compliance with policies and procedures.

The role emphasizes consultative selling, problem resolution, and proactive engagement with customers to foster loyalty and growth within the organisation.