Multiskilled Customer Experience Specialist

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

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.