Multiskilled Consultant

oldmutual; Cape Town; On-site; ZAR 210,000 - 270,000; Full time

Job summary

Old Mutual in South Africa seeks a customer-focused professional to deliver a seamless experience across touchpoints. You will manage queries, provide solutions, and guide customers to the correct channels while adhering to standards.

The role requires strong communication, teamwork, and problem-solving skills. You will handle multi-channel support, contribute to process improvements, and collaborate with internal teams to resolve issues and drive customer satisfaction.

Qualifications

• Matric essential
• A Degree
• Excellent verbal and written communication skills
• Ability to work under pressure
• Must be team orientated
• 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 channels
• Provide cross-skilling and multi-channel support across products and services
• Identify customer needs and proactively recommend products or solutions
• Manage customer cases from initiation to resolution
• Build long-term customer relationships and promote loyalty
• Identify recurring issues and provide feedback for improvements
• Maintain high quality and productivity standards
• Complete administrative activities accurately and within turnaround times
• Collaborate with internal teams and service providers
• Achieve performance metrics including service levels and customer satisfaction
• Ensure compliance with regulatory requirements and company policies
• Stay informed of product updates and market developments
• Educate customers in the use of self-service and digital platforms
• Capture and report customer trends to support decision-making
• Participate in team meetings and knowledge sharing
• Assist across additional business areas as needed

Skills

Verbal communication

Written communication

Teamwork

Working under pressure

Problem solving

MS Office

Typing

CRM software

BANCS

BIZAGI

CMOS

Outlook

Education

Matric

Bachelor's degree

Tools

BANCS

BIZAGI

CMOS

Outlook

Job description

Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

In this role, you will provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Job Requirements

• Customer Experience Management Deliver a seamless, professional, and customer-centric experience across multiple customer touchpoints, ensuring high levels of customer satisfaction and first-contact resolution.
• Cross-Skilling and Multi-Channel Support Provide support across multiple products, services, business units, and communication channels, including telephone, email, digital platforms, and face-to-face interactions where required.
• Sales and Service Opportunities Identify customer needs and proactively recommend appropriate products, services, or solutions that add value to the customer while supporting business objectives.
• Case and Query Management Manage customer cases from initiation to resolution, ensuring accurate tracking, timely updates, and adherence to agreed service level standards.
• Customer Retention and Loyalty Build long-term customer relationships by understanding customer needs, resolving concerns effectively, and promoting customer loyalty and retention initiatives.
• Process Improvement and Feedback Identify recurring customer issues, process inefficiencies, and service improvement opportunities. Provide feedback and recommendations to enhance customer experience and operational effectiveness.
• Quality Assurance and Service Standards Maintain high standards of quality, accuracy, and professionalism in all customer interactions while meeting productivity and service performance targets.
• Administrative and Operational Support Complete all required administrative activities accurately and within agreed turnaround times, ensuring compliance with operational and regulatory requirements.
• Stakeholder Collaboration Collaborate effectively with internal teams, business partners, and service providers to resolve customer queries and deliver integrated customer solutions.
• Performance and Productivity Management Achieve individual and team performance metrics, including service levels, quality scores, customer satisfaction measures, sales targets, and operational productivity goals.
• Risk and Compliance Management Ensure all customer interactions, transactions, and activities comply with applicable regulatory requirements, company policies, governance standards, and risk management practices.
• Knowledge Management Stay informed of product updates, process changes, market developments, and regulatory requirements to provide accurate and relevant information to customers.
• Digital Adoption Support Educate and assist customers in the use of self-service and digital platforms to improve accessibility, efficiency, and customer engagement.
• Customer Insights and Reporting Capture and report customer trends, concerns, and feedback to support business decision-making and continuous improvement initiatives.
• Team Participation and Knowledge Sharing Actively participate in team meetings, coaching sessions, and knowledge-sharing activities to support a collaborative and high-performing team environment.
• Additional Business Area Exposure The role may provide support across business areas such as: Owner Engagement New Business Processing Financial Changes and Policy Maintenance Death Claims Administration Technology Change Execution Customer Support Operations Service Delivery and Administration

Requirements: Skills, Qualifications and Experience required

• Matric essential
• A Degree
• Excellent verbal and written communication skills
• Ability to work under pressure
• Must be team orientated
• 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

Competencies

• Client Focus
• Gaining Commitment
• Initiating Action
• Ownership
• Technical Knowledge (Bancs/Bizagi/CMOS)

Skills

• Consultative Selling
• Customer Complaint Management
• Customer Feedback Management
• Customer-Focused
• Customer Relationship Management (CRM) Software
• Customer Service
• Customer Service Operations
• Customer Understanding
• Data Management
• Digital Consumer Engagement
• Identifying Sales Opportunities
• Probing Questions
• Sales Data Management
• Strengthening Customer Relationships
• Upselling

Competencies

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Interpersonal Savvy
• Nimble Learning

Education

• Bachelors Degree (B)

Closing Date 26 October 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business