Multiskilled Consultant

Old Mutual South Africa; Cape Town; Sur place; ZAR 350 000 - 500 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Verbal and written communication

Team oriented

Problem solving

MS Office / Typing

Old Mutual systems knowledge

Consultative selling

Customer complaint management

Customer service operations

Formation

Bachelor’s Degree

Matric

Outils

BANCS

BIZAGI

CMOS

Outlook

Description du poste

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

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

• 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 unit in question.

The Old Mutual Story!