Multi-Channel Customer Experience Specialist

Old Mutual Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Old Mutual Limited in Cape Town is seeking a Customer Experience Specialist to deliver a seamless, customer-centric service across phone, email, and face-to-face interactions. You will manage cases, identify opportunities to upsell, ensure SLA adherence, and collaborate with internal teams to resolve queries while maintaining regulatory compliance and high quality standards.

You will contribute to knowledge management and digital adoption, report insights, and help strengthen customer loyalty.

Qualifications

• Matric essential
• Excellent verbal and written communication skills
• Ability to work under pressure
• Must be team oriented
• Good judgment and problem-solving skills
• Computer literate i.e. MS Office and good typing skills
• Sound knowledge of Old Mutual systems i.e BANCS, BIZAGI, Outlook, CMOS is imperative

Responsibilities

• Deliver a seamless, professional, and customer-centric experience across multiple touchpoints
• Provide support across products, services, and channels including telephone, email, digital platforms, and face-to-face interactions
• Identify customer needs and proactively recommend products or solutions
• Manage customer cases from initiation to resolution with timely updates and SLA adherence
• Build long-term relationships to promote loyalty and retention
• Identify process improvements and provide feedback to enhance experience and efficiency
• Maintain high quality standards while meeting productivity targets
• Complete administrative activities accurately within agreed turnaround times

Skills

Consultative selling

CRM software

Customer service ops

Data management

Digital engagement

Sales opportunities

Customer feedback

Education

Bachelor's degree

A Degree

Tools

BANCS

BIZAGI

CMOS

Outlook

MS Office

Job description

Old Mutual Limited in Cape Town is seeking a Customer Experience Specialist to deliver a seamless, customer-centric service across phone, email, and face-to-face interactions. You will manage cases, identify opportunities to upsell, ensure SLA adherence, and collaborate with internal teams to resolve queries while maintaining regulatory compliance and high quality standards.

You will contribute to knowledge management and digital adoption, report insights, and help strengthen customer loyalty.