Multichannel Customer Experience Consultant

Old Mutual South Africa; Cape Town; On-site; ZAR 350,000 - 500,000; Full time

Job summary

Old Mutual South Africa is seeking a Customer Experience Management professional to deliver a seamless, customer-centric experience across touchpoints. You will handle inquiries, resolve cases, and collaborate with internal teams to ensure service standards and customer satisfaction.

Key tasks include cross-channel support, maintaining SLA adherence, and contributing to continuous improvement in customer interactions.

Qualifications

• Matric essential.
• Bachelor's degree or higher.
• Excellent verbal and written communication skills.
• Ability to work under pressure and meet deadlines.
• Team oriented with good judgment and problem-solving abilities.
• Computer literate: MS Office; fast typing.

Responsibilities

• Provide a seamless, professional customer experience across multiple touchpoints.
• Deliver multi-channel support across phone, email, digital platforms and face-to-face interactions where required.
• Identify customer needs and proactively recommend products, services, or solutions.
• Manage customer cases from initiation to resolution with timely updates and SLA adherence.
• Build long-term relationships and promote loyalty and retention initiatives.
• Identify recurring issues and provide feedback for process improvements.
• Maintain high standards of quality, accuracy and professionalism in all interactions.

Skills

Verbal and written communication

Team oriented

Problem solving

MS Office / Typing

Old Mutual systems knowledge

Consultative selling

Customer complaint management

Customer service operations

Education

Bachelor’s Degree

Matric

Tools

BANCS

BIZAGI

CMOS

Outlook

Job description

Old Mutual South Africa is seeking a Customer Experience Management professional to deliver a seamless, customer-centric experience across touchpoints. You will handle inquiries, resolve cases, and collaborate with internal teams to ensure service standards and customer satisfaction.

Key tasks include cross-channel support, maintaining SLA adherence, and contributing to continuous improvement in customer interactions.