Customer Success & Solutions Consultant

Old Mutual Limited; Cape Town; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Old Mutual Limited in Cape Town is seeking a call centre professional to deliver a positive customer experience by providing advanced product and service information, processing orders, and resolving issues. You will develop customer relationships, log interactions in the CRM, and ensure data quality for retention and business growth.

The role requires call centre experience, product knowledge, and experience with CRM systems; strong communication and compliance with policies are essential.

Qualifications

• Grade 12 Certificate or equivalent.
• Heritage and OMP product knowledge and processes.
• Call centre experience required.
• Familiar with Bancs, Bizagi, CMOS, OMUNET, AWD, My Service & My Client.

Responsibilities

• Provide advanced product/service information to customers.
• Record and process customer orders using predefined options.
• Respond to basic and advanced customer issues, including returns and complaints.
• Make calls to allocated customers to develop relationships and resolve queries.
• Enter customer interactions into the CRM to ensure data quality for retention and development.
• Interview customers to clarify requirements using a multilevel script.
• Deliver exceptional service to encourage renewals and continued use of products/services.
• Follow policies and procedures and comply with regulatory codes.

Skills

Call centre experience

CRM software

Data management

Customer service

Upselling

Probing questions

Education

Grade 12 Certificate

Matriculation/Matric

Heritage and OMP knowledge

Tools

Bancs

Bizagi

CMOS

OMUNET

AWD

My Service & My Client

Job description

Old Mutual Limited in Cape Town is seeking a call centre professional to deliver a positive customer experience by providing advanced product and service information, processing orders, and resolving issues. You will develop customer relationships, log interactions in the CRM, and ensure data quality for retention and business growth.

The role requires call centre experience, product knowledge, and experience with CRM systems; strong communication and compliance with policies are essential.